Book Your Call
One call. Clear direction. Faster execution.
Customer Experience Leadership That Cuts Churn and Grows Revenue
Skillfi embeds an experienced Chief Experience Officer in your team on a flexible retainer to map your customer journeys, fix what frustrates customers, lift NPS and turn retention into your fastest growth lever.
a full-time CXO
Trusted by customer-first companies in SaaS, retail & healthcare
A Customer Experience That Keeps Customers Coming Back
From your first journey map to board-level CX reporting, Skillfi's fractional CXOs build and run the experience program that keeps customers loyal and growing.
Customer Experience Strategy & Roadmap
We assess how customers experience your business today, find the moments that drive churn and loyalty and build a practical roadmap to fix them.
- CX maturity assessment
- End-to-end journey mapping
- 12-month CX roadmap
- CX metrics & targets
Customer Insight You Can Act On
We set up the listening programs that tell you why customers stay, leave or complain, and turn the feedback into clear priorities for every team.
- NPS, CSAT & CES programs
- Customer interviews & surveys
- AI-assisted feedback analysis
- Monthly insight reports
Your Named CXO on a Monthly Retainer
A senior Chief Experience Officer joins your leadership team part-time, owns the customer experience across every team and is accountable for results.
- Dedicated, named CXO
- Leadership & board CX reporting
- Cross-team journey ownership
- CX team coaching & hiring
Support Operations & Retention Programs
We redesign support and success so customers get fast, helpful answers, then build the programs that keep them renewing and buying more.
- Support process & SLA design
- AI chat & self-service that works
- Onboarding & success playbooks
- Churn & win-back programs
Average reduction in customer churn for our clients
Average NPS improvement in the first year
Typical time to the first measurable CX improvement
Lower cost than hiring a full-time CXO
From Customer Frustration to a Program That Drives Loyalty
A clear four-step path, led by the same experienced CXO from day one.
CX Diagnostic
We review your data, customer feedback, support tickets and team setup to see where the experience breaks down.
Journey Map & Quick Wins
We map your key customer journeys and fix the most painful moments in the first 30 days.
Build & Run the Program
Your CXO sets up voice of customer, support standards and retention playbooks, and leads them across teams.
Measure, Report & Improve
We track NPS, churn and lifetime value, report to leadership and keep improving as you grow.
CX Leadership for Businesses Where Every Customer Counts
Our CXOs understand the journeys, expectations and retention drivers in each of these markets.
B2B SaaS
Smoother onboarding, proactive customer success and renewals that don't come down to the wire.
E-commerce & DTC
Fewer returns and complaints, faster support and repeat customers who buy again and again.
Healthcare & Clinics
A patient experience from booking to follow-up that builds trust and fills the schedule.
Financial Services
Simple, reassuring journeys for onboarding, claims and support that customers recommend.
Hospitality & Travel
Consistent guest experiences across locations and channels, reflected in reviews and repeat stays.
Subscriptions & Memberships
Lower monthly churn, smarter save offers and members who stay longer and spend more.
Built for Companies Ready to Take CX Seriously
If any of these sound familiar, we built this for you.
Churn is rising and nobody knows why
Customers are leaving quietly, and the data is spread across tools no one has time to connect.
Your NPS and reviews are slipping
Complaints are growing, ratings are falling and every team blames another for the problem.
Support is overwhelmed and costs keep climbing
Tickets pile up, response times stretch and your chatbot frustrates more customers than it helps.
CX is everyone's job and no one's job
Marketing, sales, product and support each own a piece of the journey, but nobody owns the whole.
A full-time CXO isn't in the budget
Experienced customer experience leaders cost $250K+ a year. You need the expertise without the full-time cost.
CXO-Level Expertise, Sized for Your Business
You get a seasoned customer experience leader who has built CX programs before, working as part of your team for the hours you actually need.
Seasoned CX leaders, not junior consultants
Every Skillfi CXO has led customer experience, success or support at growing and enterprise companies.
CX tied to revenue
We measure success in retention, lifetime value and referrals, not just survey scores.
Practical, right-sized programs
No 100-slide journey maps that sit on a shelf. Just the changes that matter most to your customers.
Clear reporting for leadership
Plain-English CX dashboards for leadership and the board, showing what changed and what it's worth.
Hands-on, not just advice
Your CXO rolls up their sleeves: running workshops, rewriting playbooks, coaching teams and fixing processes.
Scale hours up or down as you grow and cancel anytime. You keep every journey map, playbook and dashboard we create.
30 minutes. No obligation. A clear view of where your customer experience is costing you.
A Senior CXO for Less Than the Cost of a Hire
Every plan includes a named, experienced Chief Experience Officer. Choose the level of involvement that fits your stage and goals.
- 8 hours/mo of CXO time
- CX maturity assessment
- One priority journey mapped
- NPS or CSAT survey setup
- Monthly advisory call
- Support & tool guidance
- Email & Slack access
- Quarterly CX summary
- 20 hours/mo of dedicated CXO time
- Full 12-month CX roadmap
- All key journeys mapped & improved
- Voice of customer program
- Support process & SLA redesign
- Onboarding & retention playbooks
- Monthly CX dashboard
- Weekly leadership check-ins
- Everything in Program
- 40 hours/mo of CXO + analyst time
- Multi-brand or multi-region CX
- Board & investor CX reporting
- AI support & self-service strategy
- Churn & win-back programs
- CX team hiring & coaching
- Quarterly board presentation
Not sure which plan fits? Book a free audit and we'll recommend one →
How We Stack Up
See how a Skillfi fractional CXO compares with a full-time hire or a project-based CX consultancy.
| Feature | Full-Time CXO | CX Consultancy | Skillfi Us |
|---|---|---|---|
| Typical annual cost | $250K–$400K+ | $40K–$120K per project | From $48K/yr |
| Time to start | 3–6 months to hire | 3–6 weeks | 2 weeks |
| Owns your CX strategy | Yes | ✕ | ✓ |
| Leads teams across the journey | Yes | ✕ | ✓ |
| Board & leadership reporting | Yes | ✕ | ✓ |
| Ongoing program, not a one-off | Yes | One-off project | ✓ |
| Scale hours up or down | ✕ | Per project | ✓ |
What Our Clients Say About Skillfi's Fractional CXOs
"We had great products and a leaky bucket. Our Skillfi CXO found exactly where customers were giving up and fixed it. Churn fell by a third in two quarters."
"For the first time, sales, support and success work from the same customer journey. Renewals are smoother and expansion revenue is up."
"The retention program paid for the retainer in the first month. Every CX change now comes with a clear revenue number attached."
"Patient complaints dropped and our review ratings climbed across every clinic. Our staff finally have clear standards to work to."
"We cut response times in half and fixed a chatbot customers hated. Support costs went down while satisfaction went up."
"Our CXO gave us a consistent guest experience across six properties. Repeat bookings are up and our reviews have never been better."
Proof from real customer experience work
See how Skillfi's fractional CXOs get customers to value faster, turn more visitors into buyers and build communities that keep them.
How a SaaS company cut time to first value from 14 days to 2 days
- −70% onboarding calls
- 83% new customers activated, from 46%
How a SaaS company lifted checkout completion from 41% to 72%
- +18% average plan value
- +62% new monthly revenue
How a SaaS company grew a customer community to 9,000 members
- 35% questions answered by peers
- 96% member renewal, vs 82%
Fractional CXO Questions, Answered
Everything a full-time Chief Experience Officer does, for fewer hours: owning your CX strategy, mapping and improving customer journeys, running voice of customer programs, leading support and success standards, and reporting CX results to leadership.
A consultancy usually delivers one project, like a journey map or a survey, and leaves. A fractional CXO joins your leadership team on an ongoing basis and is accountable for making the changes happen and keeping them working.
It depends on your plan, from 8 hours a month on Advisory to 40 hours a month on Enterprise. You can move between plans as your needs change, and we flex up during big launches or turnarounds.
We agree targets at the start, usually churn, NPS or CSAT, response times and retention revenue, and report progress every month in a simple dashboard your leadership team can act on.
Yes. We work inside your CRM, help desk and survey tools, and lead your existing support, success and marketing teams rather than replacing them. If a tool is holding you back, we'll recommend a better one.
Most clients have their CXO in place within two weeks. The first 30 days focus on the diagnostic and quick wins, so you see improvements early instead of waiting for a long strategy phase.
Get a Seasoned CXO on Your Team This Month
Book a free CX strategy call. We'll review your customer journey, churn and feedback, and show you exactly how a fractional CXO would work for your business.