Blacklight CX helps brands see the hidden inner workings of the customer experience function, connect CX data to business visibility, and identify what is breaking across product, packaging, fulfillment, subscription, retention, marketing, and service.
As acquisition costs rise, retention matters more than ever. If CAC payback stretches faster than LTV can keep up, no offer can fix the churn signals hiding in your customer conversations.
Six core lenses for making the hidden CX function visible and accountable.
Every conversation is data. Chats, emails, reviews, social, surveys — captured and connected.
Live visibility across the platforms you already run.
Quality that scales without losing the human touch.
Your playbooks, your product, your quality bar — operationalized.
Right people, right queues, right pace — with KPI visibility.
The dollars behind the tickets — where CX leaks margin.
Blacklight fully audits and assesses CX operations, tooling, workflows, AI usage, team structure, QA, customer signals, and economics — before recommending what to fix.
Full diagnostic of CX operations, tooling, workflows, AI usage, team structure, QA, signals, and economics.
Guardrails, quality standards, and AI policy so automation stays accurate and on-brand.
Queues, macros, escalation paths, and knowledge systems rebuilt around the root causes.
From advisory to end-to-end CX operations — engagement scales with your stage.
The insight layer most brands never see — now on the table.
Root-issue visibility that reveals what's actually breaking — not just the ticket counts.
Problems caught before they escalate into churn events.
Customer sentiment across every channel, in one view.
NPS and CES gathered without survey fatigue.
KPI and voice-of-customer dashboards across core platforms.
Ownership across people, tools, and teams — nothing falls through.
Brands should build for customers using customer feedback, not the other way around.
Eight ways Blacklight CX shows up — pick one, or hand us the whole function.
Set guardrails, quality standards, and AI policy.
Role-based training, playbooks, and continuous enablement.
Queue design, agent pacing, capacity, and productivity.
1-year and moonshot planning for startups, scale-ups, and turnarounds.
Live KPIs, VOC insights, and upstream issue tracking.
Blended QA for accuracy, coaching, and consistency.
Cost-to-serve, staffing models, fraud, retention, LTV drivers.
We build, operate, or take over your CX end-to-end.
Every lever that moves CX cost and revenue.
Where the real problems live — before they ever hit your support team.
Blacklight connects data from tools like Asana, Recharge, Shopify, Loop, refunds, chargebacks, fraud systems, and helpdesk data via Claude and APIs to create autonomous input/output workflows and shared visibility.
Not vanity metrics — the numbers that decide retention and revenue.
Operators who have run CX and scaled companies — not consultants who read about it.
Founder and executive operator with 15+ years across operations, CX, AI-enabled systems, and customer brands. Built a company from $0 to $107.4M in 12 years — CEO, Head of Brand, and COO — then led CX at a high-growth CPG brand.
Decades of customer experience and operations leadership with strength in team performance, escalation design, workforce management, quality, and service optimization.
A vetted bench of senior specialists across CX, AI, QA, analytics, training, and BPO execution — deployed per engagement.
Minimal terms. Scaled to your company size and needs.
Strategic guidance, audits, and recommendations.
Executive leadership and team building on-demand.
Hands-on operations partner integrated with your team.
End-to-end CX operations run by our team.
Typical engagements: $20K–$80K/month · Minimal terms · Scaled to your size
Not a career consultant — a builder. Cody took a single eBay store and turned it into a $107.4M business over 12 years.
Illtech began as an e-commerce automotive parts business. No investors, no playbook — just a parts catalog, a marketplace, and relentless operations.
Grew the parts e-commerce operation into a full automotive performance and engineering business spanning websites and brick-and-mortar locations — while earning ASE Certified Master Technician credentials along the way.
Ran customer experience for a high-growth CPG brand — the same playbook, applied at startup speed.
Now helping brands shine a light on hidden CX friction and what's killing growth — with a vetted bench of senior specialists behind him.
Every qualified submission receives an initial CX diagnostic review and recommendations for next steps.
See what your customers and operations are trying to tell you. Find issues faster. Fix them smarter. Turn friction into growth.
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