01 / DIAGNOSE
RECOMMENDED STARTING POINT
Operational Performance Diagnostic
Review operating metrics, cost drivers, processes and handoffs. Deliverables can include an issue map, opportunity assessment, prioritized roadmap and recommended KPIs.
SERVICES
Operational consulting built around business problems.
From a focused performance diagnostic to implementation support, CX90 helps leadership teams tackle margin pressure, revenue friction, weak execution and customer-facing inefficiencies.
02 / OPTIMIZE
Cost & Process Optimization
Map workflows, assess cost-to-serve, supplier and courier performance, identify waste and redesign processes. Deliverables can include process maps, savings opportunities and an implementation plan.
03 / GROW
Commercial & Revenue Operations
Assess sales and telesales workflows, conversion friction, revenue leakage and partner performance. Deliverables can include a commercial operations review, improvement backlog and measurement framework.
04 / TRANSFORM
Governance & Transformation
Define decision rights, operating models, cross-functional ownership, KPI cadences and program governance. Deliverables can include a governance model, scorecards and delivery plan.
05 / RETAIN
Customer Experience & Retention
Design and improve customer journeys, NPS/CSAT measurement, service processes and transactional communications. Deliverables can include journey maps, measurement frameworks and channel/message architecture.
06 / AUTOMATE
AI & Customer Operations Automation
Assess service workflows, chatbot conversation design and practical AI-enabled automation opportunities. Deliverables can include use-case prioritization, flow designs and implementation requirements.
WAYS TO ENGAGE
Start focused. Expand only where useful.
Diagnostic engagement
A defined review of a business problem with findings, priorities and next-step recommendations.
Targeted implementation
Support with process redesign, operating models, communications, measurement or automation workflows.
Ongoing executive advisory
Recurring support for leadership teams on operational decisions, governance and performance reviews.
Engagements are scoped and priced individually. Each engagement has agreed deliverables and a delivery model suited to the business.
When to bring CX90 in.
Recognizable operational situations, not abstract consulting categories.
01 / PROFITABILITY
Growth is not improving margins
Review cost-to-serve, vendor economics, workflows and revenue leakage to identify where performance is lost.
02 / SCALE
Expansion is creating operational friction
Define ownership, decision-making, performance management and repeatable processes across markets and teams.
03 / EXPERIENCE
Customer issues keep returning
Connect customer feedback, journeys, transactional messages and automation to the underlying operational causes.
WHAT WE EXAMINE
From symptoms to operating levers.
Operational economics
Cost per order, cost per contact, rework, returns handling, exception rates and productivity.
Commercial friction
Checkout-to-fulfilment handoffs, post-purchase experience, cancellation drivers and recovery opportunities.
Execution governance
Process ownership, decision rights, escalation rules, KPI definitions and review cadence.
INDUSTRY FOCUS
Ecommerce and marketplace operations.
For retailers and marketplaces, we connect customer experience with fulfilment, returns, support and commercial performance.
Explore the dedicated service ↗START A CONVERSATION
What is holding your business back?
Tell us what is happening, which markets are involved and what you want to improve. We will discuss whether and how we can help.
Discuss an operational diagnostic ↗