CX Consulting

Happy teams build loyal customers. I help you build both.

Most CX consultants will hand you a playbook. I help you build something better — a team that actually wants to show up for your customers.

I work with B2B and B2B2C startups to design the post-sale experience your customers deserve: the systems, the rhythms, the team culture, and the language that make people want to stay.

Through strategic workshops, embedded execution, and advisory, I help you build customer success functions that drive retention and revenue — and that your team is proud to be part of.

[Note: I'm taking on a limited number of consulting engagements while my coaching practice grows. If you're looking for a thoughtful, human-centered operator to help you level up your CX org, I'd love to talk.]

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My approach starts where it always does — with people. We begin by speaking with your team and customers, getting underneath the data to understand what's actually being experienced on both sides of the relationship. From there, I facilitate cross-functional workshops to surface the real opportunities, and together we build a clear, prioritized roadmap — so key actions are visible, ownership is shared, and your team has the aligned focus to do their best work.

I stay with you through implementation. Not just to hand off a plan, but to make sure things actually change — navigating the inevitable bumps that come with any real transformation.

  • We engaged Lauren to help us level up our client communications, aiming for more impactful and effective interactions. Her structured approach and practical case studies not only fostered valuable insights but also ensured the entire team was engaged throughout the process. Lauren's flexibility, patience, and open style made collaboration seamless, leading to noticeable improvements in our client experience. I highly recommend her - she is dedicated and truly a pleasure to work with.

    Lauren Zujkowski - SVP of Operations, Invisible Technologies

  • “Lauren possesses remarkable intuition regarding the human aspects of business and excels at handling edge cases. She became an advocate for the team, fostering trust and collaborating to develop empowering tools and processes. Our staff now understands how to take ownership, de-escalate situations, and seek help when necessary. Lauren's talent lies in her emotional intelligence and empathy skills, which allows her to make the unfamiliar intuitive and reduce pain points for both customers and employees.”

    Chris Wong - CEO, Flight Health

  • Through our work with Lauren, our customer retention rate improved by over 2X, we decreased our churn rate, and tripled our revenue per customer. Lauren built out systems that allowed me to transfer responsibilities off my plate, and she helped us clearly define roles and processes, setting the stage for our next phase of growth. If you're considering working with her, absolutely do it—Lauren's expertise not only improved our operations but also transformed our company forever by helping us understand and meet our customers' needs.

    Dean Gisberg - CEO, Winback