Fractional Customer Experience Design

We find where your product or service is failing its customers.
Then we fix it.

We help organizations get clear on where the experience breaks down, diagnose those problems, and implement smart solutions — from operational redesigns and technology implementations to strategic capital and development planning.

Fractional engagement, accountable through implementation.

Work with us See our work

↓80%

Third-party contact center
cost within 24 months

↑300%

Frontline productivity
in 18 months

$80M+

In capital decisions guided
by experience design

WHAT WE DO

Diagnose. Design. Implement.

Most organizations sense their service experience is underperforming — they see it in churn, contact volume, reviews, or cost data. What they don't have is a clear diagnosis of why, or a partner who can both design and implement the fix. We do both. The methodology comes from hospitality, where delivering exceptional experiences while managing tight cost structures isn't optional; it's how the business survives.

    01
    Experience diagnostics & root cause analysis
    We follow the data upstream to find where your product or service is failing customers — and why. The root cause is rarely where it appears. It’s usually an organizational decision, a process gap, or a technology limitation that nobody has connected to what customers feel downstream.
  

    02
    Service design & blueprinting
    Mapping how your organization actually delivers its service — the internal decisions, handoffs, and structures that produce the experience customers have. We build complete service blueprints that reveal where friction lives, where cost is hiding, and what a fundamentally better model looks like.
  

    03
    Capital project & concept consulting
    The most expensive service design mistakes happen before operations start — in the capital phase, when physical space, product concepts, and operating models get locked in. We embed experience design thinking at the moment those decisions get made, before they become expensive to change.
  

    04
    Labor model & operational efficiency
    Reducing customer-facing labor costs and improving customer experience are not a trade-off — they’re the same design problem. We’ve optimized staffing models in live operations and in the concept phase before a product launches. Smart service design makes both outcomes possible at once.
  

    05
    Technology selection & implementation
    From digital self-service to AI-supported workflows — we select, configure, and implement the technology that removes friction and makes self-directed customer experiences possible. Not just the strategy: the full implementation.
  

    06
    Fractional CXO leadership
    Senior-level ownership at the executive table — driving the cross-functional decisions that service redesign requires, and ensuring the customer is represented in every choice about capital, labor, and technology.
  

CASE STUDIES

Our work in practice.

Boutique Hotel Development

Expertise that doesn’t account for your market is how good projects get shelved.

↓ 30%

all-in project cost, yielding 45% more revenue-producing space

Hospitality Tech · $621M Operator

When what you’re selling isn’t what your customer thinks they’re buying.

↑ 300%

frontline productivity in 18 months

Product · Revenue Design

What your customers keep asking for is often a commercial product you haven’t priced yet.

↑ $3.5M

new recurring revenue at 90% margin, within 12 months

Luxury Resort · Private Ownership

Positioning isn’t a marketing decision. It’s the first capital decision.

$80M+

capital program guided over seven years

Read all case studies

ENGAGE WITH US

Three models. One measure of success.

We work the way your organization actually needs us to, tackling everything from a focused diagnostic sprint to a full embedded redesign.

Ignite

Diagnostic sprint

From $10K · Defined scope

For organizations that need a clear diagnosis of where their service experience is breaking down — and a concrete plan to fix it.

Experience diagnostic
Root cause analysis
Service blueprint & roadmap

Operate

Ongoing fractional

Monthly retainer

Embedded service design and CX leadership — with full context, continuity, and accountability to drive change over time.

Fractional CX/CXO leadership
Design & implementation
Performance & feedback loops

Transform

Full redesign

Custom · Multi-phase

End-to-end redesign of how your organization delivers — from capital decisions and labor models to technology implementation and operating structure.

End-to-end service redesign
Tech selection & implementation
Labor model optimization

WHO WE’RE A FIT FOR

Selective by design.

We work best with organizations that believe in the importance and the power of their customers. They know that experience drives outcomes, but suspect that there’s more at stake in their business than they’ve been able to focus on internally.

Scaling businesses

Growing faster than your service model

Revenue is up but the cracks are showing — in contact volume, churn, or cost. You need a diagnosis and a redesign, not a band-aid.

Pre-launch

Building before you’ve locked in the model

Capital decisions and operating models made in the concept phase are the hardest to undo. Get experience design in the room before they’re set.

Cost pressure

Reducing operating cost without sacrificing quality

You’re being asked to do more with less. We’ve done headcount reduction and labor optimization without degrading — and often while improving — the customer experience.

Investor-backed

VC and PE-backed firms

Moving fast on a growth mandate where both cost efficiency and customer experience are on the scorecard. We speak both languages fluently.

Tech modernization

Ready to implement, not just plan

You know technology that could transform your service experience. You need a partner who can take it from selection through full implementation.

Sure something's wrong, not yet sure what?

Let’s have a conversation

If we’re not the right fit, we’ll say so — and we’ll try to point you toward who is.

ABOUT

Led by Elizabeth Martyn, MSc

Elizabeth has spent her career at the intersection of service design, operations, and organizational change. Her roots are deep in hospitality, where the discipline of delivering exceptional experiences while managing tight labor models isn't a differentiator; it's survival. The methodology she developed there — diagnosing where products and services fail customers, then redesigning and implementing the fix — is what she brings to growth-stage organizations across industries.

SophosCXO offers executive-level thinking and full-stack delivery. Fractional engagement, so you get the expertise without the full-time overhead.