A Boutique Approach. Global-Standard Expertise.
We combine the agility of a boutique consultancy with the strategic rigor of enterprise advisory.
Every engagement is tailored to your context, led by experienced consultants who translate complexity into clarity — and execution into impact.
- Strategic + hands-on partnership
- Proven methodologies for alignment and delivery
- Expertise across leading CX platforms
From fragmented engagement to a connected customer ecosystem
Challenge
The client’s peer-to-peer community, hosted on an outdated platform, had declining engagement and limited integration with Customer Success tools.
The company needed a modern, data-driven community experience that aligned with their Customer Success strategy and supported measurable growth.
Our Approach
CX Boutique designed a complete Community Transformation Framework, guiding the migration from Khoros to Gainsight CC.
Our work included:
- Conducting a community health and engagement assessment to identify adoption gaps and pain points.
- Designing a new community architecture and governance model aligned with Customer Success objectives.
- Defining KPI dashboards integrated with Gainsight data for engagement and retention tracking.
- Managing content migration, user segmentation, and ambassador program setup.
- Supporting launch communications, moderation guidelines, and post-launch optimization.
Impact
- +60% increase in active members within the first three months.
- 20% reduction in support ticket volume due to community self-service.
- 3x higher engagement rate in key discussion areas.
- Executive-level visibility through automated Gainsight dashboards.
The result: a vibrant customer community integrated into the company’s broader Customer Success ecosystem — measurable, scalable, and strategic.
From static knowledge to intelligent, on-demand experience
Challenge
The client’s customer community was underused as a knowledge hub.
Members — including customers, partners, and internal teams — struggled to find documentation, training materials, and product information efficiently.
This friction created dependency on support teams and reduced engagement within the community.
Our Approach
CX Boutique led the design and deployment of a Virtual Agent integrated into the customer community, transforming how users access information.
Our work included:
- Designing the AI interaction model and knowledge scope (products, training, documentation, and FAQs).
- Integrating the agent with community data, content repositories, and training platforms.
- Configuring multi-profile access for customers, partners, and internal teams, each with tailored responses and permissions.
- Defining governance and maintenance processes for continuous learning and accuracy.
- Launching with targeted onboarding campaigns to drive adoption and confidence in AI support.
Impact
- 70% faster access to key content and documentation.
- 40% decrease in repetitive support tickets.
- 3x increase in daily community interactions.
- Enhanced user satisfaction and perception of innovation.
The result: a living, intelligent community experience — accessible, responsive, and scalable.
From disconnected touchpoints to a unified, AI-driven experience
Challenge
The client’s customer experience was fragmented across multiple platforms — learning, community, and e-commerce operated in silos.
Customers faced friction moving between discovering training, purchasing packages, and tracking progress.
The company sought to deliver a connected, personalized experience where customers could define their journey and achieve success independently.
Our Approach
CX Boutique designed a Connected CX Architecture, linking the client’s Customer Success, Community, and E-commerce platforms into one seamless digital ecosystem.
Our work included:
- Mapping the end-to-end customer journey, identifying friction points and opportunities for self-service.
- Integrating systems to enable single-sign-on (SSO) and unified data visibility.
- Designing AI-driven recommendations that suggest next steps, learning paths, or package upgrades based on customer goals and usage patterns.
- Creating a self-service dashboard where users can purchase new packages, access resources, and track their milestones.
- Implementing governance and analytics dashboards to monitor engagement, conversion, and satisfaction metrics.
Impact
- Seamless user experience across platforms with single access point.
- +45% increase in cross-sell and upsell conversions.
- 30% growth in training enrollment through AI recommendations.
- Measurable improvement in customer satisfaction and retention.
The result: a frictionless, intelligent customer journey — where technology empowers autonomy, engagement, and growth.
