01
CX Health Check
A focused assessment of what is working, what is getting in the way and what needs attention first.
- Current-state assessment
- Priority risks and opportunities
- Leadership readout
- Focused 90-day action plan
Practical customer-service strategy for startups and growing companies
Simplify customer service now. Build a foundation that scales.
CX Groundwork turns immediate customer-service challenges into focused action: practical solutions for today, a right-sized operating model and a clear game plan for what to build next—without unnecessary complexity or enterprise-sized cost.
See the approachThe approach
Solve immediate problems with a clear plan for what comes next.
Growing companies often make customer-service investments one problem at a time—adding tools, vendors, processes and roles without a clear operating model. Costs rise, complexity compounds, teams work harder and customers still feel the gaps. The longer it continues, the more expensive and disruptive it becomes to unwind.
CX Groundwork determines what to keep, what to change and what to stop funding—then creates the right operating model, budget, priorities and measures for the business today, designed to adapt as the company grows.
Three ways to work together
Start with what the business needs now.
02
The CX Groundwork Model
A complete, right-sized customer-service operating model built for the business you have—and the growth ahead.
- Strategy and operating model
- Organization and scalability
- Technology and contact flows
- KPIs, quality, knowledge and training
03
Fractional CX Advisor
Experienced guidance as the plan becomes reality, without adding a full-time executive role.
- Leadership advising
- Operating and KPI reviews
- Hiring and vendor guidance
- Implementation support
The complete model
Every part examined. One connected recommendation.
The CX Groundwork Model looks across the full customer-service ecosystem—not as ten isolated deliverables, but as interconnected decisions. The result is an accurate view of what the business needs, what it does not and what to build next.
Customer experience strategy
A clear direction tied to the company’s goals and customer promise.
Technology stack
The right tools for the need, budget and stage of growth.
Organization design
Clear ownership, roles and a structure that can evolve.
Scalability plan
A practical path for volume, complexity and future growth.
Contact flow
Intentional journeys across every customer touchpoint.
Operating cadences
The routines that turn insight into action.
KPI framework
Measures that show performance, progress and where to act.
Quality program
A consistent way to define, coach and improve great service.
Knowledge program
Reliable answers that are easy for teams and customers to use.
Training program
The skills and reinforcement required to deliver the promise.
Experience behind the advice
Built, modernized and led customer experience end to end.
Chip Liebenow has built the modern customer-experience operations required to deliver on ambitious brand promises—across culture, service delivery, digital channels and the early adoption of AI.
When to bring us in
Growth has outpaced the way the business serves customers.
“We keep fixing the same problems.”
“We’ve bought tools, but nothing feels connected.”
“Our customers expect more than we can consistently deliver.”
CX Groundwork brings the problems, spending and priorities into one view—then creates a practical operating model that works now and can adapt as the business grows.
Start a conversation
Let’s make customer service simpler—and stronger.
Work directly with Chip Liebenow. Every engagement is led personally, from the first conversation through the final recommendation.
hello@cxgroundwork.comA short conversation is enough to see whether the work fits.
