Everything you need to know about fractional CXO leadership and the founding client program.
Fractional CXO leadership gives you executive-level customer experience strategy on a part-time basis. You get the expertise of a Chief Experience Officer without the expensive salary, benefits package, equity requirements, or lengthy executive search process.
Consultants typically deliver reports and leave. CX3 embeds in your organization as part of your leadership team - working directly with your teams, activating proven frameworks, and staying accountable for results. We're not on the sidelines. We're inside your organization delivering strategy and execution.
The exact time commitment is determined based on your needs and situation. Typical engagements are 2 days per week, but we customize the schedule to match your requirements. Days can be consecutive or spread across the week - whatever works best for strategic planning, team leadership, framework implementation, and accountability.
Flexible based on your needs. Most engagements are hybrid - some on-site time for key meetings and team sessions, remote for ongoing work. We'll find the rhythm that works for your situation.
Any B2B or B2C business where customer relationships matter. We've worked with software, manufacturing, professional services, healthcare, retail, and financial services. The CX3 framework adapts to your industry.
CX3 is taking on 2-3 founding clients to work directly with Ken McLoughlin as we formalize the CX3 framework for broader deployment. Founding clients get priority access, hands-on partnership with Ken, and a founding rate while we validate the complete system together.
Minimum 6-month commitment. Installing a leadership system takes time - tactical fixes happen fast but fade fast. Strategic transformation takes 6-12 months to embed properly. Most clients continue longer as strategic partners.
Let's talk about your situation first. Investment depends on company size and scope, but it's structured as a monthly retainer that's a fraction of what you'd pay for a full-time CXO. I can walk you through the details and ROI on a call.
The sweet spot is $5M-$125M in revenue. Companies in this range need CXO-level strategy but typically can't justify (or don't want to wait for) a full-time hire. If you're in this range and CX feels fragmented, we should talk.
We measure success across three bottom lines: customer loyalty (NPS), employee engagement (ePS), and profitability (EBITDA). Typical results in the first 6-12 months: 10-20 point improvement in NPS, 10-15 point improvement in ePS, and 1-3% improvement in EBITDA - all using the resources you already have.
We don't replace your team - we mobilize them. The CX3 framework unifies all four critical domains: Organizational Leadership, Customer Support, Customer Success, and People Operations around one mission. Your people become more effective because they're working in an integrated system instead of silos.
Month 1: Assessment and alignment (understand current state, align leadership). Month 2: Framework adaptation (customize CX3 to your business). Month 3: Implementation sprint (quick wins + foundation). You'll see measurable progress within the first quarter.