The problem? Most companies run reactive, siloed CX operations.
Support teams chase tickets. Success teams chase renewals. Cross-team collaboration rarely sticks. Leadership sees costs, not strategy.
The result is predictable. Customers are frustrated. Employees are frustrated. There are missed profit opportunities. Acquisition costs climb and competitive advantage erodes.
CX3 Strategy solves this.
Research from Bain, Gartner, and Forrester consistently shows that companies with strong customer experience delivery and high NPS dramatically outperform their competitors.
The results are undeniable:
These aren't incremental gains. They're competitive advantages that compound over time.
The solution isn't more resources. It's unified leadership that transforms disconnected functions into a company-wide, integrated CX performance system.
CX3 Strategy combines Fractional CXO leadership with a proven framework to help mid-market companies win on all three bottom lines: customer retention, employee engagement, and financial results. One team, one CX aligned mission, unstoppable results.
Most $5M to $125M companies think they're not big enough for executive CX leadership yet. They wait years - racking up opportunity costs while CX suffers. CX3 changes that. You get fractional CXO leadership NOW, enabling you to outperform larger competitors and leapfrog peers who are still thinking tactically.
Unlike consultants who deliver reports and disengage, CX3 provides a complete operating system, not consulting advice. We work directly with your leadership and teams to activate a proven framework - not hand over a playbook and leave. The engagement leverages the team and budgets you already have. No $250K+ salary, no equity, no six-month search. Fast deployment, measurable results, strategic advantage.
The CX3 Framework delivers on our promise to transform siloed organizations into unified retention engines. Our four-pillar approach integrates leadership, customer support, customer success, and people operations into one performance system - driving the 'one team, one CX aligned mission' culture that makes CX unstoppable.
Each pillar focuses on a specific domain while connecting to the others to create system-level performance improvements:
We help you position CX as a core performance driver that impacts all three bottom lines - customer retention, employee engagement, and financial results. This includes:
The outcome is leadership alignment that turns CX strategy into operational reality.
We help you transform support from a reactive cost center into a proactive intelligence engine. This includes:
When support becomes strategic, it stops putting out fires and starts preventing them.
We help you build long-term relationship value instead of transactional interactions. This includes:
Your best customers become your growth engine.
We help you turn your workforce into a high-performing CX engine. This means:
When employees are empowered and aligned, customer and financial performance transforms.
Companies that implement integrated CX frameworks consistently outperform competitors across all three bottom lines - customer, employee, and financial:
A five percent increase in retention can drive a 25 to 95 percent rise in EBITDA. CX leaders also experience lower customer acquisition costs, higher customer spend, stronger margins, more predictable cash flow, and company valuations 2 to 3 times higher than competitors.
The CX3 framework wasn't built in theory. It was forged in the market.
While most CX professionals optimize one company, Ken McLoughlin built and scaled multiple successful service desk and BPO organizations over 20 years. He developed the CX3 framework to run his own companies - then deployed it across 100+ client organizations as white-label service offerings. This gave him something rare: the ability to see CX patterns across hundreds of companies and actually deploy solutions at scale.
The insight was undeniable. Siloed teams tend to lose customers. Unified teams tend to keep them. Across every industry. From $5M startups to Fortune 500 brands.
So Ken formalized what worked in his own operations into a repeatable framework: CX3. Not based on one company's success story, but proven in his own businesses and validated across 100+ client deployments and $165M in service delivery. A proven operating system that transforms fragmented organizations into retention engines.
His portfolio includes major brands like Walmart, Hasbro, Thermo Fisher, Callaway Golf, and Hitachi Consulting, alongside dozens of high-growth SMB organizations. He holds dual degrees in Marketing and Economics from Syracuse University and has earned multiple Best Places to Work awards, a Golden Stevie Award for CX excellence, Inc 5000 recognition, and WorldBlu certifications.
This is practical leadership, not theory. Ken has used the CX3 framework inside his own operations and proven its effectiveness across hundreds of engagements.
CX3 Strategy is built for companies experiencing:
If you're ready to embrace customer experience as your primary driver of performance and competitive advantage, CX3 provides the executive leadership and proven framework to make it happen.
Schedule a strategy session or request a CX3 Audit to explore how this framework can drive measurable results across your organization. Advisory and fractional leadership engagements available.