Services
Four practice arms. Pick the one you need.
Each arm solves a distinct problem and stands on its own. Most clients start with one. They compose when it's worth it, and we'll tell you when it isn't.
Customer Experience
Design the experience that wins and keeps customers.
CX Strategy
Most SMBs run on assumptions about where customers struggle. The founder blames onboarding, support blames the product, product blames pricing, and everyone is partly right, which is the same as being mostly wrong. We replace the guessing with a research-backed journey map and a fix list ranked by what it's actually costing you.
What you get
- An end-to-end journey map for your top one or two segments, built from real customer conversations, not internal assumptions
- A friction audit scored by revenue impact and effort, so you know what to fix first
- A lifecycle redesign for the single stage costing you most: onboarding, activation, renewal, or churn-risk
- A measurement framework so you can prove the fix worked
Outcomes
- A clear, ranked answer to where you are actually losing customers and why
- One redesigned lifecycle stage with a measurable before-and-after
- Cross-team alignment on one set of priorities instead of competing theories
Voice of Customer
You have more customer signal than you think, scattered across support tickets, sales calls, churn surveys, and reviews, and almost none of it is being turned into decisions. We stand up a Voice of Customer program that captures the signal and synthesizes it into a roadmap your teams can act on.
What you get
- A structured research program (interviews, panels, or surveys) sized to your stage
- Synthesis of existing signal sources (tickets, reviews, sales notes, churn data) into clear themes
- A prioritized insight report tied to specific business decisions, not a slide deck that gets filed away
- A lightweight, repeatable cadence so the program keeps running after we leave
Outcomes
- A ranked list of what customers actually want, backed by evidence not opinion
- Product, marketing, and CX working from the same customer truth
- Fewer 'I think' debates, more 'the data says' decisions
CX Operating Model
Customer experience that depends on heroics doesn't scale. When CX is everyone's job, it's no one's job, and issues fall through the cracks until they become escalations. We design the operating model, the roles, ownership, governance, and metrics, that makes CX a repeatable discipline.
What you get
- A target operating model: roles, ownership, and decision rights for customer experience
- A metrics framework built around the three to five numbers that actually predict retention and growth
- A governance cadence: who reviews what, how often, and what triggers action
- A 90-day plan to stand it up without disrupting the team
Outcomes
- Clear ownership, so CX issues stop falling through the cracks
- A small set of leading indicators you review on a weekly rhythm
- Decisions made on cadence instead of in reaction to the latest fire
Agentic AI
Put AI to work where it actually moves the numbers.
Agentic Assistants & Bots
The gap between an AI demo and an AI system that runs in production is enormous, and it's where most projects quietly die. We build agentic assistants that handle real workflows end to end, with the tool integrations, guardrails, and evaluation needed to trust them in front of customers and inside operations.
What you get
- A scoped agentic assistant for one high-value workflow: support deflection, lead qualification, or an internal ops task
- Tool and system integrations so the agent can actually do things, not just chat about them
- Guardrails: escalation paths, confidence thresholds, and human-in-the-loop where it matters
- An evaluation harness so you can measure accuracy and catch regressions before customers do
Outcomes
- A working assistant in production within weeks, not a proof-of-concept that never ships
- A measurable deflection or handling-time improvement on the target workflow
- The eval data and the confidence to expand it to the next workflow
LLM Deployments
LLMs are easy to prototype and hard to operationalize. We deploy LLM-backed automation where the ROI is real, with the data plumbing, grounding, cost controls, and monitoring that turn a clever prototype into a dependable system your team relies on.
What you get
- One LLM-backed automation shipped to production: content generation, document processing, support assist, or ops automation
- Retrieval and data integration so outputs are grounded in your actual knowledge, not the open internet
- Cost and latency controls, plus monitoring and graceful fallback handling
- Prompt and evaluation assets your team can maintain without us
Outcomes
- A repeatable task that used to take hours now takes minutes
- Grounded, on-brand outputs instead of generic model responses
- A cost-per-task you can actually forecast and defend
AI Strategy & Readiness
Before you spend a dollar on AI, you should know where it actually moves your numbers and where it's a distraction. We give you an honest readiness assessment, a prioritized use-case shortlist, and a build-versus-buy call for each, so you invest in what pays off and skip the science projects.
What you get
- An AI-readiness assessment of your data, systems, and team
- A use-case shortlist scored on ROI horizon, data readiness, and operational fit
- A build-versus-buy recommendation for each use case, with rough cost and effort
- A sequenced roadmap, including the guardrails and data work that have to come first
Outcomes
- A short list of AI bets worth making, and an equally clear list to skip
- Realistic ROI and effort estimates before you commit budget
- A defensible plan you can take to your board or leadership
Technology Consulting
Make the platform and architecture calls with confidence.
CX Platform Migration
Contact-center migrations don't fail on the platform. They fail on the configuration: years of routing logic, IVR flows, queues, skills, and business rules that don't move cleanly, and rebuilding by hand is where projects blow their timeline. We bring a mapping methodology and a proprietary tool that automates the translation of configuration objects, turning the riskiest part of the project into an accelerated, auditable one.
What you get
- A current-state configuration assessment and a mapping to your target platform before anyone touches production
- Automated configuration-object translation via our tool: NICE, Cisco, Five9, and Genesys Engage into Genesys Cloud CX, with more platforms coming
- A migration plan covering data, routing, IVR, reporting, and integration touchpoints
- Cutover de-risking, working alongside your implementation team rather than replacing it
Outcomes
- Configuration mapped and translated in a fraction of the manual timeline
- Fewer surprises in cutover week, because the gaps were found up front
- An auditable trail of how every configuration object was handled
Systems Integration
Most SMB stacks are a pile of tools that don't talk to each other, so data gets re-keyed, reports don't reconcile, and your AI has nothing reliable to draw on. We connect the systems that should be sharing data and make the integrations durable enough to forget about.
What you get
- An integration map of your current stack and the data that should flow between systems
- Built and tested integrations across CRM, ticketing, telephony, marketing automation, and data warehouse
- Error handling and monitoring so integrations don't fail silently
- Documentation your team can actually maintain
Outcomes
- One source of truth instead of data re-keyed across five tools
- Reports that reconcile
- A clean data foundation that analytics and AI can build on
Tech Assessment & Architecture
Your stack is probably half too much and half not enough: overlapping tools, hidden vendor risk, and gaps in the wrong places. We audit it against your business plan and hand you a clear-eyed roadmap for what to keep, replace, consolidate, or build.
What you get
- A full stack inventory mapped to business processes and cost
- Vendor risk and consolidation analysis, including where you're overpaying or over-exposed
- Build-versus-buy recommendations on your top gaps
- A 12-month modernization roadmap sequenced by impact and dependency
Outcomes
- A defensible answer to what you should keep, cut, or change
- Identified cost savings from consolidation and tool overlap
- A roadmap leadership can fund with confidence
Spotlight · Our migration tool
The riskiest part of a migration is the configuration. We made it an asset.
Most contact-center migrations don't fail on the platform. They fail on the configuration: the routing logic, IVR flows, queues, skills, and business rules accumulated over years. Rebuilding all of it by hand is where projects blow their timeline and budget.
We bring a methodology that maps your current-state configuration against the target platform before anyone touches production, plus a proprietary tool that automates the translation of configuration objects from legacy platforms to modern ones.
Today the tool maps configuration objects from NICE, Cisco, Five9, and Genesys Engage into Genesys Cloud CX. More source and target platforms are coming. We are your strategy and acceleration partner, working alongside your implementation team, not replacing it.
Marketing & Social
Tell the story and grow the pipeline.
Marketing & Content
Most SMB marketing fails on fuzzy strategy and a broken content engine, not on tactics. We sharpen the inputs (positioning, ICP, messaging) and then build and run the engine that produces content consistently. Blog writing and editorial management are part of the work, not an afterthought you're left to figure out.
What you get
- A positioning and messaging foundation tested against real prospects
- A defined ICP and a 90-day channel and content strategy with measurable targets
- A running content engine: editorial calendar, writing, repurposing, and distribution
- A marketing operating rhythm your team can sustain after the engagement
Outcomes
- A clear, differentiated story instead of 'we do everything for everyone'
- Content shipping on a reliable cadence
- Organic authority that compounds instead of a calendar that churns
SEO & AEO
Search is splitting into two games: classic ranking and answer engines. We play both. Technical and content SEO get you found on Google. AEO gets you cited inside Perplexity, ChatGPT, Claude, and Google AI Overviews, where a fast-growing share of buyers now start their research.
What you get
- A technical SEO audit: Core Web Vitals, schema, crawlability, internal linking
- A content SEO strategy: keyword and topical-authority mapping, content-gap analysis
- An AEO playbook: FAQ schema, citation-worthy structuring, llms.txt, and AI bot policy
- An LLM citation audit showing where you are and aren't surfaced across the major answer engines today
Outcomes
- Rankings on the queries that actually convert, not just traffic
- Citations in answer engines where your competitors are still invisible
- A site structured to win both the Google game and the AI-answer game
Frequently asked
Common questions, answered.
- What kinds of clients do you work with?
- Small and mid-sized businesses (typically 10 to 500 employees) that want Fortune-500-caliber consulting calibrated to their scale, timeline, and resource constraints. We work across four practice arms: Customer Experience, Agentic AI, Technology Consulting, and Marketing & Social.
- Do you actually perform the platform migration yourselves?
- We are your migration strategy and acceleration partner, not a cutover body-shop. We bring a proven methodology for mapping your legacy contact-center configuration to a modern target platform, plus a proprietary tool that automates the translation of configuration objects. We work alongside your implementation team (or your platform vendor's) rather than replacing them. That keeps you in control and keeps the project honest.
- Which platforms does your migration tool support?
- Today our configuration-mapping tool maps configuration objects, including routing logic, IVR flows, queues, skills, and business rules, from NICE, Cisco, Five9, and Genesys Engage into Genesys Cloud CX. Additional source and target platforms are on the roadmap. If your platform pairing is not listed, tell us on a discovery call. We add platforms based on real demand.
- What is AEO and do you offer it?
- AEO is Answer Engine Optimization: structuring content and infrastructure so your business is cited and surfaced in LLM-driven answer engines (Perplexity, ChatGPT search, Claude, Google AI Overviews, Bing Copilot). Yes, it sits in our Marketing & Social arm under SEO & AEO. Deliverables include LLM citation audits, FAQ schema implementation, llms.txt configuration, AI bot policy, and content restructuring for answer-engine extractability.
- How is Agentic AI different from the AI work in other firms?
- Most AI consulting stops at a strategy deck or a chatbot demo. Our Agentic AI arm ships production assistants that handle real workflows, with the intents, tool integrations, guardrails, and evaluation harness needed to run them safely and accountably. We also tell you honestly where AI does not yet move your numbers, so you do not spend budget on a science project.
- Do I have to engage all four practice arms?
- No. Each arm stands on its own and most clients start with one. The arms compose well when it makes sense (marketing data sharpens customer experience, customer experience tells you where AI and technology investments pay off), and we will point out genuine overlaps. But we never bundle work you do not need.
- How do engagements typically start?
- Every engagement starts with a free 30-minute Discovery Call. You describe the challenge, opportunity, or stuck-point. We tell you whether we can help, what an engagement would look like, and roughly what it would cost. No deck. No pitch. If a paid engagement makes sense, we send a written proposal within 48 hours of the call.
- Are your prices published?
- No. Pricing is custom to scope and quoted after the Discovery Call. The right scope is impossible to set without understanding your specific context, so a price-list approach would either over-commit or under-deliver.
Not sure which arm you need?
That's what the discovery call is for. We'll point you at the one that solves your pressing problem, and flag any overlap worth pursuing.
Social Media
Social is a distribution problem and a brand-signal problem at the same time, and most SMBs over-index on volume while under-indexing on authority. We build the channel strategy and content system that compound, calibrated to what your team can realistically keep up.
What you get
Outcomes