IN PLACE.
Ongoing CX Support exists to reinforce what’s been fixed ... not to replace proper transformation work.
This is about maintaining momentum, not creating dependency.
KEEP THE FIXES.
Ongoing CX Support is not a starting point.
It is designed for teams that have:
Completed the 90-Day CX Transformation
Removed their biggest experience leaks
Want to prevent regression as priorities shift
If you haven’t reached that stage yet, start with Fix-It Tools or a Fix-It Call.
WHY FIXES DON'T ALWAYS STICK.
Most CX work fails after the initial improvement.
Not because teams don’t care ... but because:
Attention moves on
Ownership becomes unclear
Old habits creep back in
New issues appear without structure
Ongoing CX Support exists to stop progress quietly unravelling.
Reinforces changes already made
Provides structured CX challenge and oversight
Helps teams adapt fixes as conditions change
Reduces the risk of sliding back
A replacement for transformation work
A training programme
Open-ended consulting
A “community for the sake of it”
​
​This is support with intent.
Targeted reinforcement once the heavy lifting is done.
What it’s for:
Embedding changes across teams
Addressing friction as it appears
Keeping momentum without full-scale transformation
How it works:
Scheduled CX check-ins
Focused problem-solving sessions
Light accountability against agreed priorities
Outcome: Fixes stay in place. New leaks are addressed early.
Ongoing CX insight and challenge for senior leaders.
What it’s for:
Leaders responsible for CX outcomes
Teams who want continued perspective and challenge
Staying close to emerging CX risks and opportunities
What members get:
Regular CX breakdowns and insights
Live problem-solving discussions
Access to YOURCXC thinking as it evolves
This is not a generic community.
It’s a support layer for teams serious about CX performance.
WHERE THIS SITS IN THE FIX-IT PATH.
Fix-It Tools...
→ Ongoing CX Support
Ongoing support is discussed only once results are visible and priorities are clear.
Ongoing CX Support is not sold upfront
Options are discussed at the end of the 90-Day work
Support is shaped around what you actually need ... not pre-packaged tiers
No pressure.
No auto-enrolment.
BEST SUITED FOR TEAMS WHO...
Have already invested in fixing CX properly
Want to protect results as the business evolves
Prefer structured reinforcement over ad-hoc advice
This approach works across:
Automotive
Health & Fitness
Professional Services
SaaS
Different sectors.
The same risk of regression.
If you’re approaching the end of a 90-Day CX Transformation, ongoing support options will be discussed as part of the handover.
Until then, the focus stays where it should be:
Fixing the right things, properly.