Everything you need to know about fractional CXO leadership and the CX3 approach.
CX3 is a fractional CXO firm that helps companies drive quantified growth by empowering the whole organization around CX delivery. Most CX gets stuck in a department. Great CX is a whole-company effort. The difference is leadership. CX3 helps mid-market companies make that shift.
Executive-level customer experience leadership on a flexible basis. Most mid-market companies need CXO-level strategy but aren't ready for a $300K+ full-time hire. The fractional model makes that expertise accessible now, without the salary, benefits, equity, or six-month executive search.
The fractional model offers significant advantages over both full-time hires and traditional consulting:
1. Cost efficiency: 40-60% less than a full-time executive hire. No benefits, no severance, no overhead.
2. Speed to impact: No 6-month executive search. No 3-6 month ramp-up period. Impact in days or weeks, not months.
3. Reduced risk: No long-term commitment. No costly mis-hire (which can cost 30% of first-year salary to fix). Scale up or down as needed.
4. Embedded, not advisory: Unlike consultants who deliver a deck and leave, fractional leaders embed with your team and stay accountable for outcomes.
5. Proven experience: Battle-tested across multiple companies and industries. They've seen your problems before and know what works.
6. Right-sized leadership: Get exactly what you need. You're not paying for 40 hours when you need 15.
7. Fresh perspective: An outsider view that cuts through internal politics and blind spots that insiders can't see.
8. Flexibility: Scale the engagement up or down based on your needs. Month-to-month adjustments as priorities shift.
9. Lower mis-hire risk: Try before committing to full-time. If it's not working, you're not stuck.
10. Focus: Fractional executives focus only on what requires their level of experience. No getting pulled into meetings that don't need them.
You work directly with Ken McLoughlin. Ken spent 20+ years building and leading CX operations across 100+ deployments, delivering $165M in services for brands like Walmart, Hasbro, Thermo Fisher, and Callaway Golf. The CX3 framework comes from that direct experience.
Consultants deliver reports and leave. CX3 embeds as part of your leadership team, working directly with your people to activate a proven framework. We stay accountable for results, not just recommendations.
Four integrated pillars that turn CX from a department into a whole-company operating system: Leadership, Customer Support, Customer Success, and People Operations. When these work together, performance compounds through the CX3 Flywheel: ePS → NPS → EBITDA → Valuation.
58 questions across the four CX3 pillars. Takes about 10 minutes. Based on your inputs, it generates a personalized CX3 Impact Report showing where you stand, your CX3 Score, and the projected financial impact of making the leadership pivot to whole-company CX.
Yes. All assessment data stays in your browser. We do not store, see, or share any of your answers. Your email lets us know you used the tool. No one at CX3 will ever see your scores or inputs.
Ken embeds as part of your leadership team, typically 1-2 days per week for a minimum 6-month commitment. We start with what's critical, stabilize first, then build out the framework. The goal is a system that lasts after the engagement ends.
Take the CX3 Assessment to see projected returns based on your specific situation. Investment depends on company size and scope, structured as a monthly retainer. We can walk through details on a call.
The sweet spot is $5M-$125M in revenue. Any B2B or B2C business where customer relationships matter, especially companies with recurring revenue. If CX feels fragmented and you need CXO-level leadership without a full-time hire, we should talk.
Every quarter you delay, your competitors get closer. The ROI of whole-company CX compounds over time, which means the cost of waiting compounds too. The companies that move first build advantages that are hard to catch.
Results vary by company depending on industry, current state of operations, and commitment to change. That said, the research is clear: companies with high ePS and NPS consistently outperform with 21% higher profitability, 2-3× higher valuations, and 25-95% profit improvement. Your CX3 Assessment will show projected ROI based on your specific situation. The results are yours to capture, but they require real commitment from leadership. The fractional model helps hedge risk. If you're not satisfied, changes can be made quickly and without entanglements.
See where you stand with the CX3 Assessment, or book a call to discuss your situation.