CX3 Strategy - Fractional CXO Leadership
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Discover what whole-company CX could unlock for your organization.

Add your company's real numbers to see personalized ROI projections. 5-10 minutes.

Walk away with an enterprise-grade report:

  • CX maturity score across 4 pillars
  • Gap analysis showing exactly where you're leaking value
  • Personalized ROI projections based on your numbers
  • Ready to share with your leadership team

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The CX3 Flywheel
ePS → NPS → EBITDA → Valuations ↺ ⓘ

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Assessment
Company Profile
Your ROI

CX3 Assessment

See where your CX actually stands.

How it works:

  1. Answer questions about your CX operations and enter company metrics. Takes 5-10 minutes.
  2. Check each item that is TRUE for your organization today, current state, not aspirations.
  3. See results and analysis: state, gaps, and potential ROI.

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Pillar 1: Organizational Leadership

EBITDA Focus — Leadership alignment & workforce stakeholdership
0/16 ▼
Vision, Mission & Values
Metrics & Accountability
Strategic Planning & Transparency
Leadership Culture

Pillar 2: Customer Care & Service Desk Operations

CSAT Focus — Transforming support into an intelligence engine
0/15 ▼
Operational Excellence
Intelligence & Feedback
Technology & Access
Culture

Pillar 3: Customer Success & Lifecycle Management

NPS Focus — Long-term value & customer advocacy
0/15 ▼
Proactive Engagement
Lifecycle & Growth
Advocacy & Referrals
Cross-Functional Collaboration

Pillar 4: CX-Aligned People Operations

ePS Focus — High-performance CX workforce engine
0/12 ▼
Role Clarity & Accountability
Culture & Empowerment
Financial Literacy & Ownership
Development & Engagement
Your Score
Behind the Curve
0 / 58

Your Company Profile

Help us calculate your CX opportunity with a few key metrics.

$25M
$5M $125M
15%
5% 35%
75
20 500
15%
5% 40%
CX3 Strategy
Fractional CXO Leadership
Your Company
B2B SaaS · Mid-Market
CX3 Impact Report ·
FINDINGS
CX3 Readiness Assessment Results
Annual Revenue
$25M
EBITDA Margin
15%
Employees
75
Annual Churn
15%
CX3 Assessment Score
0 Your Score
▼
21 12-18 Mo Target
▼
51 3-Year Target
▼
Siloed
(0-20)
Fragmented
(21-35)
Aligned
(36-50)
Unified
(51-58)
Your CX3 Assessment Score
Siloed CX
0 / 58 points
CX initiatives lack coordination and unified leadership.
Premise
Level up your CX3 score and drive improved ePS, NPS, and churn metrics. Projections assume you reach the next tier within 12-18 months with committed leadership.
Current Performance by Pillar Derived from CX3 58-point assessment
Organizational Leadership
0 / 16
0%
Customer Care & Service
0 / 15
0%
Customer Success & Lifecycle
0 / 15
0%
CX-Aligned People Operations
0 / 12
0%
If You Reach Next Tier Projected metric improvements
ePS Improvement
Employee Promoter Score
+5
→
+17
+12 points
NPS Improvement
Net Promoter Score
+10
→
+20
+10 points
Churn Reduction
Customer Churn Rate
15%
→
11%
-25% reduction
IMPACT
Projected 12-18 Month Outcomes
With CX3, Unified CX unlocks approx. $2.0M in value with existing customers and workforce.
Projected 12-18 Month Impact See Appendix for full methodology
Premise: Level up your CX3 score and drive improved ePS, NPS, and churn metrics. This analysis does not include new logo growth — it's about creating more value from your current base.
1. EBITDA Lift from Employee Engagement (ePS)
EBITDA +$331K
$3.75M EBITDA × 6.3% lift = $236K
The logic: Your EBITDA is $3.75M. Gallup found top-quartile engaged teams deliver 21% higher profitability. A 12-point ePS improvement gets you ~30% of that benefit (6.3% EBITDA lift).
Research: Gallup meta-analysis of 276 organizations — top-quartile engagement = 21% higher profitability.
2. Revenue Acceleration from NPS Improvement
Revenue +$500K
$25M × 1.43% acceleration = $357K
The logic: Your revenue is $25M. A 10-point NPS gain translates to ~1.43% revenue acceleration (based on 7pt = 1% correlation).
Research: London School of Economics — 7-point NPS increase correlates with 1% revenue growth.
3. Retained Revenue from Reduced Churn
Revenue +$938K
$25M × 15% churn × 25% reduction = $938K
The logic: You have $25M revenue and lose 15% annually to churn ($3.75M). Reducing churn by 25% keeps an extra $938K in customers who would have left.
Research: Bain & Company — NPS leaders see 2-4x higher retention rates than laggards.
4. New Business Acceleration
Not Quantified
The logic: New prospects land in a high-ePS, high-NPS environment. Close rates improve, sales cycles shorten, CAC drops. We don't model this because it varies by sales motion — but it's real.
Research: Gallup shows engaged teams have 20% higher sales. This impact is additive to the numbers above.
Total Projected Economic Value Creation
EBITDA impact + Revenue impact
$1.99M
Expected Mid Case · Range: $1.0M (conservative) to $3.0M (optimistic)

The Question Isn't Whether to Invest in CX Leadership

It's whether to leave $1.99M on the table.

Expected ROI
1,800%+
IMPACT
Strategic Value & Compounding Returns
The CX3 Flywheel: These Gains Compound
ePS → NPS → EBITDA → Valuations → ↺
VALUE ($)
$4.0M $3.0M $2.0M $0 +45 +35 +25 +15 $2.0M $2.9M $3.9M Year 1 Year 2 Year 3 Value Created ePS NPS
ePS / NPS
Projected 3-Year Economic Value Creation
Cumulative value from existing business optimization
$0
Year 1
Implement CX3 framework. Align leadership, operations, people strategy. Early wins in months 3-6.
Year 2
Year 1 gains become baseline. Retained customers compound. Engaged employees deliver better experiences.
Year 3+
Flywheel accelerates. Culture self-reinforces. Competitors can't catch up. Multiples expand.
APPENDIX
Methodology & Benchmarks
Beyond the Numbers: Strategic Value Non-quantifiable benefits of equal importance
🛡️
Competitors Can't Copy Culture — Products replicate in months. Culture takes years. This is your durable competitive advantage.
🧲
Talent Wants to Join (and Stay) — Great people seek out companies where they do meaningful work. Recruiting costs drop.
📣
Customers Become Your Sales Force — Promoters recruit new customers. Your best salespeople are already on payroll.
💰
Pricing Power Replaces Discounting — Customers pay more for better experiences. Margins expand without additional cost.
How We Built These Projections
Your Assessment Scores
Your answers to the 58-point assessment determine your CX Readiness Tier. Lower scores = more room for improvement = higher potential gains.
Research-Based Multipliers
We apply conservative multipliers from peer-reviewed research:
• Churn reduction: 15-25% (Bain)
• EBITDA lift: ~30% of Gallup's 21%
• Revenue: 7pt NPS = 1% growth (LSE)
Industry Benchmarks: B2B SaaS Where do you stand?
Employee Promoter Score (ePS)
Industry Average+12
Top Quartile+35
Best in Class+55
Net Promoter Score (NPS)
Industry Average+32
Top Quartile+55
Best in Class+70
Annual Churn Rate
Industry Average13%
Top Quartile8%
Best in Class5%
Your Company15%
About CX3 Strategy
Ken McLoughlin built the CX3 framework based on peer-reviewed research and 25+ years of development and deployment across 100+ client engagements, representing $165M in service delivery to brands including Walmart, Hasbro, and Thermo Fisher. The CX3 approach focuses on whole-company CX—unifying leadership, customer operations, and people strategy into a single flywheel.

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CX3 Strategy | Fractional CXO Leadership

cx3strategy.com | Ken McLoughlin | 760-802-5426

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Terms of Use & Disclaimers ▼
Proprietary Tool

This CX Readiness Assessment & CX3 Assessment, including its methodology, framework, and content, is proprietary to CX3 Strategy. This tool is provided for personal, non-commercial use only. Reproduction, distribution, modification, or commercial use without express written permission from CX3 Strategy is prohibited.

No Guarantee of Results

The projections and estimates provided by this assessment are for informational and illustrative purposes only. They are based on industry research and benchmarks, not guarantees of specific outcomes. Actual results will vary based on your organization's unique circumstances, implementation quality, market conditions, and many other factors. Past performance metrics cited from third-party research (Bain & Company, Gallup, etc.) do not guarantee future results.

Not Professional Advice

This tool does not constitute financial, legal, accounting, or professional consulting advice. The information provided should not be relied upon as a substitute for consultation with qualified professionals who understand your specific situation. Any decisions made based on this assessment are solely your responsibility.

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Third-Party Research

This assessment references research from Bain & Company, Gallup, and other third-party sources. CX3 Strategy is not affiliated with these organizations. Their research is cited for informational purposes and readers should consult original sources for complete methodology and context.

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