Entrepreneurs and operators
You are running the shop, and nobody is running the business. You need an operating order you can apply on Monday, not a philosophy of service.
Education
Learn to build it, run it, and think like an elite operator.
The same frameworks we use in client work, taught in full. Not only how to build a customer experience operation, but how to run it on a Tuesday, and how to make the calls that separate a team that copes from a team that operates.
Community coming soon
Leave your email on the community section and you hear the day it opens.
Who this is for
Two rooms, one curriculum.
CX and support professionals
You can handle the queue. What you want next is the layer above it: designing the process, choosing the tooling, and making the case for both to the people who hold the budget.
Available now
Building a CX operation with the CX Growth Pyramid
A working session with your team, not a talk. We take your actual operation, place it on the Pyramid, and leave with an agreed order of work: what to stabilise in delivery, what to make efficient, and what to leave alone until both are true.
Scoped and priced per team. Tell us the size of the team and where it hurts.
Request this workshop for your team
- Who it is for
- Founders, heads of CX, support leads, and the operators who will do the work. Best with the whole team in the room, including the people who will have to live with the decisions.
- Format
- A half-day session in English, in person in Amsterdam, on site elsewhere in Europe, or remote. Your operation is the case study; no generic exercises. Delivered by Randall.
- What you leave with
- Your operation mapped onto the Pyramid, the specific delivery gaps that are costing you retention, and a prioritised order of work your team has already agreed on.
The school community
Founding members get 50% for life.
The community is being built on Skool and is not open yet: the frameworks as they get revised, notes from live client work, and the room where operators compare what is actually working. Leave your email and you hear the day it opens. Join then, and you keep half the price for as long as you stay. Not an introductory rate that quietly expires.
Half price for as long as your membership stays active. No introductory period, no step-up.
Tell me when it opensFree resources
Start with these.
The Truekost calculator
Work out what your current way of operating actually costs you, including the parts that never show up on an invoice.
Being written. Ask us for it in the meantime
The CX Growth Pyramid, explained
Why profit sits on efficiency and efficiency sits on delivery, and what happens to a business that grows the summit without ever building the base.
Being written. Ask us for it in the meantime