Frequently Asked Questions

  • A customer experience (CX) consultant helps companies improve how they support, communicate with, and retain customers. This includes optimizing customer service operations, selecting helpdesk and CRM platforms, implementing AI tools, building your customer service dream team to complement the tech (finding the perfect blend of in-house and BPO / outsourced talent) and improving processes across support, success, and operations.

    CX Joe Advisory acts as both a customer experience consultant and advisor, helping brands make and execute better CX decisions, and ensuring the function acts as a loyalty and growth engine, and a competitive differentiator for your business.

  • CX Joe Advisory is a customer experience consulting and advisory practice that helps e-commerce and DTC brands improve customer service, select the right CX technology, and identify the best BPO staffing and outsourcing partners. I’m building on first hand experience as an exec and owner of CX at brands like AG1; Daily Harvest; SeatGeek; Sundays for Dogs; 1stdibs and more, and giving you all of my most valuable lessons learned over the years. Exactly what I would do if taking over a new CX department today, to make it world-class in as little time as possible. Once you’re a part of my community, I’ll always support you and be there for you, well beyond our initial engagement.

  • Most customer service consultants provide recommendations.

    CX Joe Advisory goes further by:

    • Acting as a hands-on CX advisor

    • Helping brands evaluate and select CX software and tools

    • Connecting companies with vetted BPO staffing and outsourcing partners

    • Supporting execution—not just strategy

    This combination of consulting + partner matchmaking + execution support is what makes the model unique.

  • Yes.

    CX Joe Advisory helps brands evaluate and select customer service outsourcing partners (BPOs) based on:

    • Onshore, nearshore, and offshore staffing options

    • Cost structure and scalability

    • Industry and channel experience (email, chat, voice, social)

    • Operational maturity and quality

    We specialize in matching brands with the right BPO staffing model, not just the lowest-cost option.

  • We advise on a wide range of customer experience technology, including:

    • Helpdesk and CRM platforms (Zendesk, Gorgias, Kustomer, Gladly, etc.)

    • AI customer service tools (chatbots, agent assist, QA automation)

    • Workforce management and quality assurance platforms

    • Voice and telephony systems

    • CX analytics and Voice of Customer tools

  • Yes—this is one of our core services.

    As a customer experience consultant, we help brands:

    • Evaluate helpdesk and CRM platforms

    • Run structured RFP processes if needed

    • Compare vendors across features, cost, and scalability

    • Select the best long-term solution

  • Yes.

    We help companies implement AI in customer service by:

    • Identifying the right use cases (chat, automation, agent assist)

    • Ensuring knowledge bases and workflows are ready

    • Selecting AI tools that integrate with existing CX systems

    • Avoiding overhyped or low-ROI solutions

  • We typically work with:

    • E-commerce and DTC brands

    • Subscription businesses

    • High-growth companies scaling customer service operations

    Most clients are at a stage where customer service complexity, volume, or cost requires more structured CX strategy.

  • A typical engagement includes:

    1. Customer experience audit and discovery

    2. Identification of operational and technology gaps

    3. Vendor and partner evaluation (CRM, helpdesk, BPO, AI tools)

    4. Introductions and support through selection

    5. Ongoing advisory during implementation

  • Yes.

    We partner with internal CX and customer service teams to:

    • Improve processes and workflows

    • Introduce better tools and automation

    • Support leadership decision-making

    We augment internal teams, not replace them.

  • You can get started by reaching out via www.cxjoe.com or emailing joe@cxjoe.com to schedule an introductory conversation.

MORE FAQs

  • Most CX Joe Advisory engagements are free for the brand.

    Instead of charging consulting fees, we are compensated by our network of technology vendors and BPO partners when a successful partnership is formed.

  • CX Joe Advisory earns revenue through partner referral and revenue-sharing agreements with CX software providers and BPO staffing companies.

    This allows brands to receive expert CX consulting and advisory services at no direct cost.

  • Yes.

    Our business depends on long-term trust and repeat relationships. We recommend partners based on best fit for the brand’s needs, not based on compensation.

    If the right solution is outside our network, we will say so and still help guide the decision.

  • Companies benefit from a CX consultant when:

    • Customer service costs are rising

    • Response times or CSAT are declining

    • CX tools or systems are outdated

    • They are considering outsourcing or BPO staffing

    • They want to implement AI or automation

  • No.

    While we maintain a curated network of CX technology and BPO partners, we prioritize best-fit solutions.

    We can advise on any relevant vendor, whether or not they are part of our network.

  • Common outcomes include:

    • Improved customer satisfaction (CSAT)

    • Faster response and resolution times

    • Lower customer service costs

    • More scalable CX operations

    • Better technology and vendor decisions

  • CX Joe Advisory is not a marketplace or broker.

    We act as a strategic CX consultant and advisor, helping you:

    • Define your needs

    • Evaluate options

    • Make the right long-term decision

    We stay involved beyond introductions to ensure success.

  • Both.

    We support:

    • One-time initiatives (e.g., CRM selection, outsourcing strategy)

    • Ongoing advisory relationships as brands scale