At CXKonnect Advisory Group, we believe customer experience is not a department — it is a strategic capability. One that must be intentionally designed, operationally aligned, and engineered to deliver measurable business outcomes.
We partner with organizations to transform how they engage, support, and retain customers. From diagnostic assessment to full-scale transformation, we help leadership teams move from reactive, fragmented CX to a purpose-built model that connects strategy, operations, technology, and people into one coherent system.
Our work combines deep operational expertise with AI-driven innovation to build scalable, customer-obsessed business models — ones that improve retention, accelerate adoption, optimize costs, and strengthen long-term enterprise value.
CXKonnect Advisory Group exists to help organizations design the ecosystem that modern customers expect and modern business demands: strategy, operations, technology, employees, and customers — connected and working in concert.
This is the work I do. I rebuild the operating system underneath customer-facing functions so growth stops breaking it, and so executives finally see one customer reality.
Two decades inside enterprise SaaS, in the executive seat, not the advisory seat.
Every engagement is tailored to your organization's maturity, goals, and industry. Pricing is scoped individually — contact us to start the conversation.
A diagnostic across six dimensions — outcome alignment, cross-functional connectivity, metric quality, AI readiness, culture health, and scalability — delivered as a prioritized executive scorecard.
Hands-on redesign of your customer journey around outcomes — rebuilding cross-functional handoffs, aligning metrics, and building the operating model that makes it stick from pilot to scale.
Restructure your CX org for the AI era. Define the architecture, introduce new roles, redesign spans of control, and build an AI adoption roadmap grounded in real change management.
Modular facilitated sessions — self-assessments, team exercises, and action plans for CX leaders and their teams — in half-day to multi-session formats, in-person or virtual.
Story-driven keynotes on the future of CX, AI in customer experience, the shift from feelings to outcomes, and building cultures of transformation — for conferences, offsites, and corporate events.
Ongoing strategic counsel for CX leaders navigating change, AI integration, and board-level reporting. A trusted thinking partner with executive-level accountability, on monthly retainer.
Senior CX executive leadership on a part-time, temporary basis without the full-time commitment. Ideal for organizations navigating transformation, a leadership gap, or a critical inflection point. All engagements are availability-based, time-bound, and scoped to a defined mandate.
Our framework is built around six interconnected disciplines that together create a customer experience that is measurable, scalable, and sustainable — not dependent on individual heroics or one-off initiatives.
Every metric anchored to whether customers achieve the results they signed up for — not just how they feel about the process.
Shared accountability across Sales, Support, Success, Product, and Partners — so customers stop falling through the gaps between teams.
Health scoring, predictive signals, and automated playbooks working as a connected intelligence layer alongside your people.
Deliberate culture architecture — hiring, rituals, leadership behaviors — built in from the start so change actually lasts.
Start with one journey, one proof point. Scale from pilot to full organizational transformation without the risk of overreach.
Outcome attainment, time-to-value, expansion readiness — metrics that reveal real customer progress and drive real action.
With more than 20 years of executive leadership experience across customer experience, customer success, global support operations, and business transformation, Steffi helps organizations design scalable, AI-enabled customer experience strategies that drive growth, retention, and operational excellence.
Passionate about building customer-obsessed organizations, developing high-performing teams, and transforming customer experience from a support function into a strategic business advantage, Steffi brings hands-on experience spanning telecommunications, technology, healthcare, and professional services.
Whether you're a CX leader modernizing for the AI era, a CEO who wants customer experience to drive measurable outcomes, or a conference organizer looking for a speaker with two decades of lived executive experience — we'd love to hear from you.