Build or Improve Your Customer Experience Program

Without Hiring a Full-Time Team

Fractional CX accountability for companies ready to transform disconnected customer data into actionable insight that drive growth and demonstrate ROI.

Schedule a 30-Minute CX Diagnostic
Schedule a 30-Minute CX Diagnostic

No commitment. We will identify 2-3 immediate opportunites

See how it works
See how it works

This is how we do it

Diagram illustrating the Fractional Customer Experience (CX) Academic Activation Methodology, featuring eight steps in a circular flow: 1. Current CX Audit, 2. Hypothesis/Success Formulation, 3. Research Design, 4. Instrument Design, 5. Sampling Strategy, 6. Ethics Review, 7. Data Collection, and 8. Analysis/Reporting.

Proven to help companies:

  • Turn customer data into actionable insight

  • Build CX programs from the ground up

  • Fix broken or underperforming programs

  • Align leadership around KPIs

  • Provide accountablity for program success

  • Integrate AI strategies to stretch budgets

We fix the following:

  • You have data, but no clear insights

  • CX efforts are fragmented across teams

  • Metrics exist but aren’t trusted

  • No clear ownership or strategy

We provide you with:

  • Cutting edge AI data analysis integration

  • Rigorous university level research standards

  • Appropriate multivariate statistical analysis

  • Creative and insightful KPI dashboards

  • Well Defined project boundaries tied to strategy

  • Complete and final accountability for program goals

  • Neutral third party who can provide unbiased feedback

  • Expert level insight to make you look like a CX rock star

Allowing you to connect with your customers… so they can connect with you!

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Why Fractional

Being Fractional gives us the opportunity to assimilate to your existing operation. We don’t act as a traditional consultant but rather as an additional team member.

We are accountable for the process and the result…. all for a fraction of the cost for a full-time team.

Service Tailored to Your Needs

  • Instant senior level insight

  • Proven strategic direction

  • Project accountability

  • Immediate productivity

  • Strategic focus

  • Agile project execution

  • Frees up budget resources

  • Project flexibility

  • Improved efficiency

  • Proven KPI and benchmarks

  • Oversight of cross-functional initiatives

  • Objective perspective free of biases

Whiteboard titled 'Fractional Roles That We Fulfill' with three sections: 'Fractional Executive Role' explaining acting as a C-Suite Executive, 'Interim Leadership' about filling gaps between hires or absences, and 'Functional Ownership' about being accountable for a CX program. Each section has corresponding descriptions.

  • Voice of the Customer program audits

  • Research design and methodolgy consultation

  • Determining what success looks like

  • Operationalizing data to measure success

  • Research instrument design

  • Sampling strategy

  • Data collection strategy

We take care of the following:

  • Reporting KPI dashboards

  • Sentiment analysis

  • Descriptive and inferential statistics

  • Multivariate data modeling

  • AI process integration

  • Data storytelling and presentation

  • Thought leadership content

Measurable CX improvement in as little as 90 days!

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Our Proprietary Process

Our unique proprietary process has been distilled from years of agency Customer Experience reseach and augmented by University level teaching.

We help align CX data to strategy to improve efficiency and sales through our proprietary Academic CX Activation model that combines quantitative and qualitative data analysis with university-level academic standards.

Academic CX Activation Method

Whiteboard with the title 'Fractional CX Academic Activation Method Questions to be answered' and a numbered list of nine questions related to customer experience research, data collection, analysis, and reporting.
Learn more about how our process can help you
Learn more about how our process can help you
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Who we are

Don’t want to wait 9 months to go through the hiring process, offer a full salary and a benefits package… and then hope for the best.

Hire someone who has done this before. Someone who can get started on day one. Someone who knows exactly what levers to pull and how to integrate that data into a strategic plan that will make you look like a genius.

Results Forged from 20 Years of University and Business Experience

…with a touch of video game programming

Whiteboard with handwritten notes: Many CX programs are staffed by departments with many other duties, making vision and accountability difficult. Equation: Academic Standards (Vision + Accountability) = Makes you look like a genius. Fractional Budget. Bottom text: Uncover 2-3 immediate short-term opportunities and a program for unbiased long-term growth.
Headshot of Mark Galauner with short brown hair, wearing a light blue collared shirt and a brown checkered blazer, against a dark background.

Mark Galauner

Mark leads agency management and business development. He has 20 years data storytelling experience by connecting customer behavior into actionable busines strategy.

Over those 20 years, he has set up CX programs for companies diverse as Ernst &Young, Lockheed Martin, NASA, the US Department of State and even a psychic hotline. Mark has been invited to speak at regional and national conferences.

In addition, he is on the faculty in the School of Communication at Cleveland State University where he is an active lecturer and a published author.

Interesting Fun Fact: Mark started out as a radio disc jockey and music critic. He still plays the periodic club gig around Cleveland.

Founder

Portrait of Adam Galauner with brown hair, wearing an orange shirt and black jacket, smiling against a dark background.

Director of AI and Computational Analysis

Adam Galauner

Although he has been developing video games since his undergraduate days as a Computational Mathematics major at RIT, Adam now leads all AI and computational processes.

When he is not checking the numbers (or creating video games), Adam is actively working on an AI trading algorithm that analyzes and exploits stock market microtrends over long periods of market trading.

Interesting Fun Fact: Adam played in an international youth soccer tournament in Europe and has had some of his video game characters turned into toys.

Learn more about services
Learn more about services
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Contact Us

If you have any questions or if there is any way we can help improve your CX program, feel free to hit the CX help button below:

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