About Us
Actionable solutions for customer service success in a world that's evolving faster than ever before...
Customer expectations have never been higher.
But here's the good news - by aligning customer expectations with the latest processes, AI and technical capabilities, we can actually decrease service cost while increasing customer satisfaction!
PeakCX Partners is a network of industry-leading customer support experts that have built, optimized and transformed customer experience and business outcomes for many of the world's leading brands.
We provide end-to-end strategy development, tactical design, and implementation support for the operation of high-performing customer care solutions. Our promise - your customers will be happier than ever before!
What makes PeakCX Partners different?
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We focus on providing actionable, efficient CX solutions that drive rapid, measurable value and outcomes for your business.
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We're not interested in theory or general models that just take up more time and only serve to increase our bill rates.
“PeakCX worked as an integrated part of our team for over 8 months, leading the design of an optimized, end-to-end customer experience solution for one of the U.S. government’s largest customer support operations. Their expertise with enterprise contact center transformation, along and their ability to provide targeted, data-driven business recommendations, really helped us differentiate and optimize the value of our solution. We couldn’t be happier with the quality of the work product, and the expert guidance provided.”
- VP for Government Services Provider
“PeakCX helped us draft, negotiate and align our SOW for CX services to ensure both parties were mutually successful, with the necessary controls to drive optimal customer service performance. Their partnering approach, responsiveness and flexibility made it feel like they were a part of our organization.”
- CCO for Customer Service BPO
Our Core Services
CX Process Design, Optimization & Transformation
Assess, Design, Transform, Optimize - Whether you are looking to improve customer support outcomes across the board or have targeted solution needs, we can help!
PeakCX provides end-to-end customer journey and customer experience management design - including omni-channel support strategy, operational process optimization, Work-from-Home solutions, Training assessment & redesign, and employee/ customer satisfaction programs.
CX Technology Alignment & Enhancement
Your technology should enable efficiency and continuous improvement of your customer care processes, while helping customers get the information or resolution they require.
We bring a proven, efficient approach to aligning your business requirements against leading CCaaS, CRM and AI technology solutions, to ensure you get the solution that drives significant ROI for your business and value for your customers.
Customer Service Partner Selection
Expert Guidance - Considering outsourcing your customer support? How do you make sure you find the right partner? We can help you determine an approach that makes sense for your business, define the right solution/ partner criteria and successfully navigate the end-to-end process of assessment. From RFP to selection, negotiation and ongoing partner management, we help you successfully implement and ensure effective working alignment and management controls to gain your desired business results.
Strategic CX Planning Session
Not sure exactly what you need, but have this nagging feeling things just aren't working as well as they could? Want to make sure you're taking advantage of the latest channel strategies and technology capabilities, but not quite sure where to start? Let's set up an introductory session to get to bounce things around, learn a bit about your business and customers, and see what we find!
Then, if it makes sense, we can create a plan together.
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Pete Weaklend
Managing Director
Julie Thornton
Lead Advisor
Kathleen Banashak
Lead Advisor
Vince Weseli
Lead Advisor
Our Core Team
Over the last 25 years, we've had the opportunity to design and implement successful, efficient, innovative customer experience solutions for hundreds of the world's leading brands across virtually all industries - from large, global enterprises, to start-up companies and disruptors just beginning the journey to success.
Our core team of CX Partners brings together decades of combined experience solving customer support challenges and delivering real, grounded innovation and transformation. leveraging the latest best practice processes / technologies.
We take a partnering approach, ensuring we integrate the culture of your business and the voice of your unique brand into everything we do - to create measurable, sustainable, flexible solutions, that move right along with your customers.
Don't hesitate to reach out with your unique goals and challenges to see if we can help!
