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What I actually do
CX Collective helps support and CX leaders untangle complexity and build systems that hold up under real pressure.
Most teams don’t need more tools. They need clarity around how work flows, who owns what, and how decisions actually get made.
I help teams:
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Get out of constant reaction mode
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Simplify messy workflows and handoffs
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Build systems that scale without burning people out
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Make smarter decisions with less noise
This work sits at the intersection of operations, experience, and leadership. It’s practical, grounded, and built for teams doing real work every day.
If you’re looking for practical CX strategy, operational clarity, or support leadership guidance, you’re in the right place.
What I actually do
How we work
There’s no one-size-fits-all playbook. But there is a better way to approach the work.
We start with reality.
We look at how work actually gets done, not how it’s documented or supposed to happen.
We design for real people.
Everything we build has to survive a busy week, limited capacity, and competing priorities.
We focus on sustainability.
The goal isn’t perfection. It’s systems your team can run without constant intervention.
Most of the work lives between strategy and execution. That’s where we focus.
Ways to go Deeper
How you can Engage
This Month at
CX Collective
This month is about clearing the noise and resetting how work actually gets done.
We’re focused on simplifying workflows, reducing operational drag, and helping teams regain clarity before adding anything new. No new tools. No unnecessary change. Just practical improvements that make work feel lighter and more intentional.
This month includes:
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The CX Reset & Optimization Workshop
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Practical guidance for cleaning up workflows and ownership
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Support for leaders ready to move from reactive to intentional
If things feel heavier than they should, this is your reset point.
About Me
A little about me
I’ve spent over 25 years working in customer experience, from frontline roles to leading large support organizations, and the last decade helping teams untangle complexity and scale with intention.
I’ve seen what happens when teams grow without structure, when tools outpace process, and when leaders are expected to have answers without support.
My work is about bringing clarity to that chaos.
Not through theory, but through experience, pattern recognition, and honest conversations.
Want to stay in touch?
Whether you’re exploring, learning, or ready to go deeper, there are a few easy ways to stay connected.