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CX Scaling Case Study: How Thrive Causemetics Cut Wait Times by 90%
- Ty Givens
- Oct 1
- 4 min read
A CX scaling case study shows how real companies overcome operational challenges in customer support. In 2025, this matters more than ever. Customer expectations are rising, AI-driven search is changing how we discover solutions, and zero-click answers dominate.
This blog explores how CX Collective stepped in when Thrive Causemetics lost their CX manager. The result: wait times dropped from 10+ hours to under a day, and the team was rebuilt with scalable systems.
What Is a CX Scaling Case Study?
A CX scaling case study is a detailed example of how a company improves customer experience operations during rapid growth. Unlike generic advice, a case study provides concrete steps, measurable outcomes, and real-world context.
Traditional SEO blogs once focused only on keywords. In 2025, effective content must be Answer Engine Optimized (AEO):
Short, clear answers to common CX questions.
Structured data for AI extraction.
Authority through case studies, data, and footnotes.
This Thrive Causemetics case provides a practical example.
Why CX Scaling Matters in 2025
CX scaling is critical because growth often outpaces operations. According to McKinsey, companies that fail to modernize support functions lose up to 25 percent of potential lifetime customer value².
Three trends make scaling CX especially urgent today:
AI Search and Zero-Click Queries: Customers get answers instantly from Google SGE, ChatGPT, and Perplexity. Brands must position CX as part of their competitive advantage.
Voice Search Adoption: CX-related queries like “how do I reduce wait times in support” are now asked aloud to assistants. Concise, structured answers win visibility.
Customer Loyalty Pressure: For eCommerce and subscription brands like Thrive Causemetics, delays of even a few hours in response time can directly impact revenue and retention.
What Happened at Thrive Causemetics?
Q: What was the challenge? When Thrive Causemetics lost their CX manager, wait times skyrocketed to 10+ hours. The team lacked direction, leading to burnout and missed opportunities.
Q: What did CX Collective do? CX Collective acted as fractional CX leadership to stabilize and scale the function.
Stabilized the team: Introduced workflows, daily management, and accountability.
Cut wait times: Reduced backlog, brought response times under 24 hours.
Built for scale:
New training programs.
A BPO partner for flexible capacity.
A long-term CX leader for continuity.
Q: What were the results?
Handle times cut by over 60 percent.
Wait times stabilized to industry benchmarks.
A resilient CX team equipped for future growth.
Best Practices for Scaling CX Operations
Here are five best practices any CX leader can apply, drawn from the Thrive scaling case study:
Fill Leadership Gaps Quickly: Fractional CX leadership ensures stability during hiring cycles. Without it, performance drops fast.
Use Automation to Cut Handle Time: AI chatbots and automated workflows resolve simple queries, freeing human agents for complex cases.
Train and Upskill Agents: Investing in training prevents turnover and boosts accuracy. Thrive’s training programs aligned agents with new systems.
Leverage BPO Partners Strategically: Business Process Outsourcing (BPO) adds flexible capacity. When volumes spike, external teams keep response times stable.
Design for Growth, Not Firefighting: Scaling CX requires structured escalation paths, accurate tagging, and clean data — not just more agents.
How Can CX Leaders Apply These Lessons?
CX leaders in 2025 can replicate Thrive’s success with a clear checklist.
Before vs After CX Collective’s Intervention at Thrive Causemetics:
Metric | Before CX Collective | After CX Collective |
Wait Times | 10+ hours | < 1 day |
Team Direction | No leadership | Fractional + Long-Term Leader |
Training | Limited | New Programs Implemented |
Scalability | None | BPO Partner + Structured Systems |
Customer Loyalty Risk | High | Stabilized & Growing |
Action Steps for Leaders:
Audit your CX workflows and response times weekly.
Identify and automate repetitive requests.
Build a flexible capacity model with in-house + outsourced options.
Define escalation paths and measure customer effort, not just CSAT.
Invest in leadership continuity — even fractional.
How Do You Monitor CX Scaling Success?
Monitoring CX scaling requires clear metrics:
Response Times: Should trend toward < 24 hours across all channels.
Handle Time: Measure average resolution efficiency.
Customer Effort Score (CES): Indicates friction in support processes.
Employee Retention: Well-trained, stable teams stay longer.
AI/LLM Visibility: Check whether your case studies and thought leadership appear in Google AI Overviews or cited by LLMs.
By tracking these, CX leaders ensure scaling efforts stick.
Conclusion: The Future of CX Scaling
The Thrive Causemetics case study proves that losing a leader doesn’t have to mean losing momentum. With fractional leadership, automation, training, and structured systems, CX Collective transformed disruption into sustainable growth.
For CX leaders in 2025, the takeaway is clear: scaling support isn’t about adding headcount, it’s about building resilient operations that protect customer loyalty and fuel business outcomes.
Download the Thrive Causemetics Case Study to see the full framework in action:
About CX Collective
Founded by Ty Givens, CX Collective helps high-growth companies scale customer experience that drives loyalty, reduces chaos, and fuels long-term growth. We don’t just talk about CX—we build it.
☑️ Let’s talk about your CX operation today, and what it could look like with the right structure, systems, and support.
Frequently Asked Questions
What is a CX scaling case study?
A CX scaling case study shows how a company improves support operations during growth, with specific steps and measurable outcomes.
Why is CX scaling important in 2025?
CX scaling is critical because AI search and zero-click queries dominate, and customer loyalty depends on fast, accurate support.
How can CX leaders apply scaling strategies?
Leaders should automate repetitive tasks, train agents, add flexible capacity, and ensure leadership continuity.
How does CX Collective help companies scale CX?
CX Collective provides fractional leadership, automation, BPO partnerships, and team design to cut handle times and improve scalability.
Footnotes
¹ Gartner. "Scaling CX Operations in High-Growth Companies." Gartner Research, 2024. ² McKinsey & Company. "Customer Experience at Scale: The New Competitive Advantage." McKinsey Insights, 2025.
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