I Solve Your Customer Experience Challenges:
Improving Customer Loyalty and Retention
Why do customers churn? How to identify at-risk customers early? What makes customers stick around? Let’s find ways to build lasting relationships that keep customers coming back to your organization.
Boosting Customer Satisfaction (CSAT)
Transform negative feedback into actionable improvements. Create experiences that consistently exceed customer expectations and drive positive reviews.
Optimizing Your Customer Journey and Sales Funnel
Where are the conversion roadblocks? Why do qualified leads drop off? Get clear insights into friction points and turn more prospects into happy customers.
Growing Customer Referrals and Word-of-Mouth
What makes customers recommend you? How to turn satisfied customers into active advocates? Build a referral engine that drives sustainable growth.
Leveraging AI for Faster, More Affordable Customer Research
Want to do more user research but concerned about time and cost? I’ll teach you how to use AI tools effectively for customer interviews, feedback analysis, and journey mapping while maintaining research quality.
How I Help
As your Fractional Chief Experience Officer (fCXO), I bridge the gap between customer insights and business growth. I help growth-stage companies transform their customer experience into a sustainable competitive advantage.
My approach combines deep user research with practical, revenue-focused solutions. We’ll:
- Uncover the real reasons behind customer behavior through quick, focused mixed-method research sprints
- Design and implement experience improvements that directly impact your bottom line
- Build systems that make great customer experience repeatable and scalable
- Equip your team with the insights and tools they need to maintain momentum
Working Together
I offer three engagement levels to match your needs and timeline:
1. CX Intensive (2 Days)
A focused, high-energy sprint to jumpstart your customer experience transformation.
What You Get:
- Comprehensive CX audit and gap analysis
- Customer journey mapping workshop
- Priority friction points identification
- Quick wins action plan
- 6-month strategic roadmap
- Implementation playbook
- Executive summary presentation
- 60-minute follow-up consultation
Perfect for: Teams that need rapid insights and a clear action plan they can execute internally.
2. Discovery Sprint (8 Weeks)
Deep-dive research and strategy development with AI-powered insights.
What You Get:
- Everything in CX Intensive, plus:
- In-depth customer interviews and feedback analysis
- AI-assisted user research and sentiment analysis
- Detailed user personas and segmentation
- ROI modeling for proposed solutions
- Custom research dashboard setup
- Bi-weekly progress reviews
- Team training on AI research tools
Perfect for: Organizations ready to invest in understanding their customers at a deeper level.
3. Transformation Partnership (4-6 Months)
Full-service CX leadership and implementation support.
What You Get:
- Everything in Discovery Sprint, plus:
- Ongoing fractional CXO leadership
- Implementation support and oversight
- AI-powered feedback system setup
- Experience optimization across all channels
- Regular stakeholder alignment sessions
- Monthly impact reporting
- Team capability building
- Industry event representation
Perfect for: Companies seeking dedicated CX leadership to drive organizational change.
my background:
I have spent years studying how and why people act the way they do, and say the things they say. When you work with me, you’re not just hiring a capable anthropologist-sociologist-historian, you’re partnering with a founder who’s been in your shoes before and understands the value of quick, affordable, highly actionable research.
I have deep experience in mixed-methods, qualitative and quantitative user research. I specialize in creative research approaches, insight synthesis, and driving teams forward with the learnings we cultivate. I’ve been a UX researcher, Product Manager, and have founded a tech startup and grown it to 1500+ customers. I am obsessed with the voice of the customer, improving the way that product teams integrate research, and spreading awareness for the fundamental value of customer insights across organizational teams.
Partner with Buxton Strategy Labs for rapid, high-value research by an experienced UXer who understands your needs.
Let’s Talk
If you’re ready to transform your customer experience into a growth engine, let’s connect. I’ll review your current situation and share relevant case studies from similar organizations.
Footnotes:
* Request ACCESS to portfolio here.
** Brand alignment: NO smoking/vaping, alcohol/spirits, fast fashion, social media platforms, guns/weapons; YES: health and wellness, sustainable brands, family and kids, EdTech, personal finance, arts and crafts, gift-giving, hostessing/hospitality, travel, women’s health, healthtech, consumer tech
Carly Buxton, PhD 