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Strategy first, tooling second
Our customer experience strategy consulting starts with the journey and the business case, not a platform selection exercise.
Customer experience strategy that redesigns the journey, not just the touchpoint.
XmartETS's customer experience consulting helps enterprises redesign how customers discover, buy from and stay with them — spanning digital journey, loyalty and the commercial model behind it.
Customer experience strategy starts with the journey, not the channel. Before redesigning a single touchpoint, we map how customers actually discover, evaluate, buy from and get support from the business today — and where that journey breaks down. That's the foundation for CX consulting that changes outcomes, not just satisfaction scores.
Our customer experience strategy consulting engagements typically combine three things: the digital customer experience — the channels, tools and interfaces customers use directly — the commercial model that supports it, and the internal processes and teams that have to deliver it consistently. A strategy that only addresses one of the three rarely survives implementation.
From the digital journey to the commercial model behind it, here's how our customer experience consulting breaks down.
We redesign the end-to-end customer journey and the internal processes and teams that deliver it.
We design the digital touchpoints — web, app, self-service — that carry most of the customer relationship today.
We design the loyalty programs and retention strategy that turn repeat customers into your most valuable channel.
We modernize how marketing reaches, converts and re-engages customers across digital channels.
We redesign the commercial process and sales operating model that turns a better customer experience into revenue.
A better experience should show up in retention and revenue, not just a satisfaction survey. Here's how we connect the two.
Our customer experience strategy consulting starts with the journey and the business case, not a platform selection exercise.
Digital customer experience consulting that accounts for the human touchpoints — service, sales — that digital alone can't replace.
We connect customer experience strategy to retention, loyalty and revenue metrics your CFO already tracks.
From acquisition through loyalty, not just a redesign of the checkout flow or support widget.
Every CX redesign pairs the customer-facing change with the internal training and process change needed to deliver it consistently.
Programs delivered in English and Spanish across LATAM and US operating teams.
They're closely related — customer experience strategy is the plan: the journey redesign, priorities and business case. CX consulting is the broader advisory work that produces that plan and then helps implement it.
Both. Digital customer experience consulting covers web, app and self-service channels, but we design the strategy around the full journey — including sales and service interactions that stay human even as digital grows.
We tie journey redesigns to specific retention, conversion and loyalty metrics from the start, and connect the customer experience work to the sales and commercial model — the parts of the business that translate a better journey into revenue.
Both — our customer loyalty consulting covers retention and loyalty program design as its own workstream, alongside the acquisition and buying journey, because the two need to be designed together to actually reinforce each other.
Customer experience that earns loyalty.
Journey, commercial model and execution — designed together.