Tier 2 — Transform · Time to Grow

In 90 days, your CX function
runs as a system.

Not a strategy. Not a workshop output. A deployed, operating CX architecture across all five H.E.A.R.T. pillars with owners, metrics, and a feedback loop. This is what the Accelerator builds.

Book a Discovery Call See the four phases
90
Days, fixed scope
4
Phases
5
H.E.A.R.T. pillars
4–6h
Your team / week
What changes

Before and after the Accelerator.

These are the six structural shifts the program produces. If any of the Before column describes your current situation, the Accelerator is designed for it.

Before
Customer signals collected but not acted on. NPS scores tracked. Behavior not understood.
Journey designed for internal efficiency, not customer experience. Handoffs informal.
CS team knows the playbook but the playbook is not deployed consistently across accounts.
Escalations resolved individually. Root cause not documented. Issue recurs next quarter.
Dashboard shows NPS and ticket volume. No leading indicators, no churn prediction signal.
CX improvements are initiatives. No governance model to sustain them after the initiative closes.
After
Structured VoC system. Every signal has an owner. Behavior patterns feed into roadmap decisions.
Journey mapped with stage owners, SLAs, and measurable targets at every handoff point.
Playbooks deployed. Team trained. Adoption measured at 30 and 60 days post-rollout.
Escalation protocol with closed-loop documentation. Root causes feed back into Hear.
Leading indicator dashboard: contact rate, time to first value, escalation rate, expansion signal.
CX governance model in place. Monthly review cadence. Ownership does not evaporate post-program.
The 90-day structure

Four phases, applied in sequence.

Each phase builds on the last. The sequence is not flexible because the framework is not flexible. Hear before Engineer. Engineer before Activate. This is what separates programs that compound from programs that stall.

Weeks 1–3
Phase 1
Insight
HearTrack
Deep-dive diagnostic building on Sprint findings if completed. Baseline metrics established. Stakeholder alignment on CX vision. If no prior Sprint, this phase includes an accelerated diagnostic equivalent. The objective is a shared, evidence-based view of where the CX function stands before any change is made.
Phase outputs
Confirmed H.E.A.R.T. baseline scorecard
Stakeholder alignment document
90-day activation priorities confirmed
Weeks 4–6
Phase 2
Strategy
EngineerActivate
Journey redesigned based on Phase 1 findings. Friction removed at the highest-cost points first. CX strategy document produced. Team capability plan built. Tech stack recommendations finalized. The output of this phase is the architecture the team will deploy in Phase 3. Every element has an owner and a measurable target before Phase 3 begins.
Phase outputs
Redesigned customer journey map with owners and SLAs
CX strategy document
Tech stack recommendations and gap list
Weeks 7–10
Phase 3
Activation
HearEngineerActivateResolveTrack
Implementation of priority CX initiatives. Team training delivered. Process changes deployed. CRM and tooling configured. Dashboard built. This is the most intensive phase and the one where most CX programs fail if the groundwork in Phases 1 and 2 was not completed properly. With that groundwork done, Activation becomes an execution phase, not a design phase.
Phase outputs
Deployed playbooks across priority CX workflows
Team trained and adoption measured
CX performance dashboard live
Weeks 11–12
Phase 4
Acceleration
Track
Measurement review against the targets set in Phase 2. ROI documentation produced. Governance model established. Handoff or retainer transition planned. The program ends with a system that runs without continuous external support, a governance model that prevents regression, and a clear view of what the next 90 days should look like.
Phase outputs
ROI documentation against Phase 2 targets
CX governance model and monthly review protocol
H.E.A.R.T. Workbook and Executive Scorecard
Investment

Two tiers. Fixed scope. Fixed price.

Both tiers include the full 90-day program. Premium adds a 6-month post-program advisory retainer, which is also the natural bridge into the Fractional CX Leadership tier.

Standard
CX Accelerator Standard
$35,000 USD

Full 90-day program across all four phases. H.E.A.R.T. Workbook, Executive Scorecard, all deliverables, bi-weekly strategy calls.

Full 90-day structured engagement
All four phases with full deliverable set
Bi-weekly strategy calls throughout
H.E.A.R.T. Workbook and Executive Scorecard
CX performance dashboard
30-day satisfaction guarantee
Book a Discovery Call
Premium · recommended
CX Accelerator Premium
$50,000 USD

Everything in Standard, plus a 6-month post-program advisory retainer with monthly calls and async support. Natural bridge into Fractional CX Leadership.

Everything in Standard
6-month post-program advisory retainer
Monthly strategy calls plus async support
Priority scheduling throughout
Additional stakeholder workshops
Natural bridge to Fractional CX Leadership
Book a Discovery Call

30-day satisfaction guarantee on both tiers. If we are three weeks in and it is not working, you say so and we stop. You pay for what was delivered. No lockup, no dispute.

Pricing shown for Tier A markets. Geography-adjusted rates available on request.

How it compares

Accelerator vs. the alternatives.

Three options for a Series C SaaS company that needs to fix its CX operation. The comparison is direct because the differences are real.

Option A
Internal hire
Option B
Consulting firm
Customera
CX Accelerator
Time to impact
6–9 months to hire, onboard, and produce
Slow
Time to impact
3–6 months, scoped by project
Variable
Time to impact
90 days, fixed scope
Fast
Cost
$180K–$250K/year salary plus benefits
High
Cost
$50K–$150K for a comparable engagement
Variable
Cost
$35K–$50K, all-in
Fixed
Methodology
Depends entirely on who you hire
Uncertain
Methodology
Generic framework applied
Generic
Methodology
H.E.A.R.T. Framework™, proven and proprietary
Proprietary
What you receive
A person doing their best
Person
What you receive
Strategy document, recommendations, final presentation
Documents
What you receive
Working system, deployed and measured
System
Ongoing risk
Person leaves, program leaves with them
High
Ongoing risk
No ownership or accountability post-engagement
High
Ongoing risk
Governance model embedded before program closes
Managed
Measurement
You set the metrics
Self-serve
Measurement
Output-based, not outcome-based
Outputs
Measurement
Targets defined in Phase 2, measured in Phase 4
Outcomes
Not ready to commit?
Start with the Sprint
The CX Diagnostic Sprint is the entry point.

If you are evaluating the Accelerator but want evidence before committing, the Sprint produces exactly that. A full diagnostic, a H.E.A.R.T. baseline scorecard, and a prioritized action plan. Two weeks, three to four hours of your team's time.

Sprint fee is credited in full toward the Accelerator price on conversion. The Sprint is not an additional cost, it is the first phase.
Learn About the Diagnostic Sprint →