What We Do
All About You
We believe that every business is unique, and we tailor our solutions to meet your specific needs. We take the time to understand your business, your goals, and your customers. By leveraging our deep expertise and experience, we develop customized strategies and actionable insights that will enable you to create meaningful connections with your customers. Our approach is centered around putting you and your customers at the heart of everything we do.
The Technical Stuff
Whether you're just starting out or looking to restructure we've got you covered. Our mantra is: analyze, identify, advise, execute. Our mission is to create relationships, not transactions. Our promise is that we'll be there, as questions or issues arise, every step of the way.
In today's digital landscape, technology plays a crucial role in delivering exceptional customer experiences. At CXperiences, we have a deep understanding of the technical aspects involved in creating seamless customer interactions. From implementing cutting-edge CX tools and technologies to integrating SaaS, SLAs, and CRM systems, we ensure that your business is equipped with the right technical foundation to optimize customer experiences. Our technical expertise enables us to streamline processes, enhance efficiency, and leverage data-driven insights to drive continuous improvement.
Our Expertise
Extensive expertise and insights gained over two decades, enable us to provide you strategic guidance in the realm of customer experience.
We specialize in:
- CX Coaching for Startups: Our tailored coaching services empower startups to develop effective customer success and experience strategies, ensuring a strong foundation for growth.
- Operations Management: We optimize your business operations to drive efficiency, productivity, and superior customer experiences. From process improvement to policy and procedure development, we help you streamline your operations for maximum impact.
- Leadership Development: We believe that exceptional customer experiences start with effective leadership. Our leadership development programs equip your team with the skills and mindset needed to drive customer-centricity and create a culture of excellence.
- Technical Solutions: We leverage our technical expertise to integrate the right tools and technologies into your operations. From CRM implementation to technology integration, we ensure that your business is equipped with the right solutions to enhance customer experiences.
- Cross-Functional Leadership: We help you foster collaboration and synergy across departments, breaking down silos and driving cross-functional alignment. Our approach ensures that all teams work seamlessly together to deliver consistent and exceptional customer experiences.
- Data and KPI Analysis: We utilize data-driven insights to measure and optimize customer experiences. Our expertise in data analysis and key performance indicators (KPIs) enables us to uncover valuable insights and make data-driven decisions that drive continuous improvement.
- Measurable Cost Savings: We are committed to helping you achieve cost savings without compromising the quality of customer experiences. By identifying areas for optimization and efficiency, we help you achieve measurable cost savings while delivering outstanding customer satisfaction.We thrive on sharing our experience and knowledge to help you make a success of your business. Our track record proves that clear communication and expert collaboration will boost your bottom line.
About CXperiences
Our Experience
At CXperiences, our experience sets us apart. With Fernando Duarte at the helm, our Founder and CEO, we bring over 13 years of experience in delivering outstanding customer satisfaction, leading high-performing teams, and driving operational efficiencies. Beyond Fernando's impressive resume, he has been coaching startups for the past five years, empowering them to navigate the challenges of rapid growth. Additionally, Fernando currently serves as a Board advisor at two companies, providing strategic guidance and leveraging his expertise in customer success and experience.
We have successfully partnered with companies across various sectors, including:
- Noom, Inc.: Led the team responsible for customer experience management, leveraging SaaS and CRM technology to optimize operations and deliver exceptional customer satisfaction.
- Ordway: Delivered advanced leadership across financial billing and ERP systems, optimizing customer ticketing operations, and achieving significant reductions in escalations while sustaining ticket increase.
- Opengov, Inc.: Led support teams during a rapid-growth phase, establishing 24/7 support coverage, creating premium support services, and integrating support teams from multiple acquisitions.
- Reltio, Inc.: Directed technical support teams, implementing support services offerings, optimizing Zendesk with automation, and establishing tiered support services for continuous improvement.
- Zuora, Inc.: Managed and coached technical support teams across a range of financial software products and API integrations, driving cross-functional communications, and enhancing customer satisfaction.
At CXperiences, we are dedicated to partnering with you to create exceptional customer experiences that drive business growth and success.