I built Customera because most CX consultants advise from a distance. I have operated CX programs at scale, across markets, inside the constraints that exist in the real world. That is a different thing from strategy recommendations.
Before Customera, I spent five and a half years as Global Head of Client Experience at Xerox, building and operating CX governance across 148 countries. Before that, CX Program Lead at HP's 3D printing division, designing the CX infrastructure for a then-new product category across 81 countries.
Both roles required the same thing: building a CX function that actually ran, without the luxury of a clean starting point, an unlimited budget, or a stable organizational structure. That is the only kind of experience that transfers to a Series B or C company trying to scale their CX operation under similar constraints.
I hold an MIT Professional Certificate in Leadership and Innovation. I work in English and Spanish. Customera engages clients globally, with pricing calibrated to local markets.
I built the H.E.A.R.T. Framework™ from the operational patterns that consistently separated CX programs that compounded from ones that stalled. It is not a model based on research. It is an operating system based on what actually worked.
CX dysfunction costs you revenue before it shows up in your churn data. By the time the number moves, the decision to leave has already been made. The work is in the six months before that.
30 minutes. No sales pitch. You describe what is happening, I tell you whether this is the right fit and what the starting point should be. If it is not a fit, you will hear that too.