How can I help you?
CX Roadmap
I have two slots available for clients now (scroll down and click Apply Now)
Looking to kick-start your CX?
Get a growth-focused customer experience roadmap for your team. You’ll get personalised guidance on what to do based on a hand-crafted review of your customer experience, tooling, processes, KPIs and outcomes.
CX Roadmap is right for you if:
you have repeatedly heard that your customer support sucks, but you’re not sure why
you’re worried about your churn rate (you spent all of that money getting customers in the door, why are they leaving now?)
you have had or expect to have rapid growth, and you want to be sure that you’ve put in the work to retain customers in the longer term
you’re considering a new project, but you’re worried about the cost, the timeline, or the impact it’ll have to improve your customer support or customer success experience
What you'll get:
an introductory call with me, to get to know you and your goals, and set out how we can work on a CX Roadmap together
a detailed audit, based on your written input, interviews and reviews of your documentation, processes, customer support and retention experience
informed recommendations on where you can remove, improve and add processes and services to reduce churn and increase retained revenue
This is not for you if:
you are running a product or service that doesn’t have paid subscriptions or services
you're happy with how your support and churn rate are today (nice work!)
If that’s the case, then my newsletter may be a better fit!
While I am based in the UK, I keep peculiar working hours and have a lot of flexibility in how I structure my day. If you’re interested, click the Apply Now button and tell me as much as you want about how you think I can help.
Your CX Roadmap is £2,800 / USD $3,600. I have two slots available for clients now.
“More generally, Conor is skilled and experienced in all aspects of customer success, from directly managing customers to building out our CS team. I would strongly recommend Conor as a resource to anyone looking for help building out their customer success program”
Sasha Kluger (Senior Customer Success Manager at Expensify)
Curious about how we’ll work together on a CX Roadmap?
Let me step you through it.
You’ll apply using that shiny Apply Now button just above (click it! Wasn’t that fun?)
If we’re a fit, I’ll book an introductory call where we’ll discuss the process (good thing you’re already prepared for that!)
You’ll pay for the CX Roadmap service and will fill in a short research piece to give me a full understanding of your business context and problem set
Then, we’ll have a Working Review call where we’ll dig into the details even further (after this point, I may need to spend more time researching the problem by interviewing your colleagues or customers)
I’ll then set to work creating your CX Roadmap (while you wait, join my newsletter to hear more about my CX musings)
I’ll send the CX Roadmap to you (packed with information on your unique challenges, resources, and strategic and tactical recommendations), alongside anything else that we’ve agreed I’ll include (project timelines, interview recordings etc)
We’ll review all of that in our CX Roadmap Review call, to answer your questions, clarify details and confirm your next steps
Simple, complete, and high-value. Nothing hand-wavy, just direct tactical and strategic plans that will guide you towards your business goals in customer support or customer success.
So, what are you waiting for? Scroll back up and click Apply Now
“One of my favorite things about Conor is his level-headedness: he doesn’t get flustered or overwhelmed or stuck, he stays calm in the face of chaos, and he takes a measured approach to problem-solving. He was a rockstar at customer retention projects, led our CX team through some difficult reorgs, and was always a reliable leader, teammate, mentor, and friend.”
Gabi Horowitz (former Head of Marketing at Expensify)