Build or Improve Your Customer Experience Program
Without Hiring a Full-Time Team
Fractional customer experience accountability for companies ready to transform disconnected customer data into actionable insight that drive growth and demonstrate ROI.
No commitment. We will identify 2-3 immediate opportunites
This is how we do it
Proven to help companies:
Turn customer data into actionable insight
Build CX programs from the ground up
Fix broken or underperforming programs
Align leadership around KPIs
Provide accountablity for program success
Promote fractional AI strategies to stretch budgets
Intergrating fractional marketing into your existing operation
We fix the following:
You have data, but no clear insights
CX efforts are fragmented across teams
Metrics exist but aren’t trusted
No clear ownership or lack of CX strategy
We provide you with:
Cutting edge AI data analysis integration
Rigorous university level research standards
Appropriate multivariate statistical analysis
Creative and insightful KPI dashboards
Well defined project boundaries tied to strategy
Complete and final accountability for program goals
Neutral third party who can provide unbiased feedback
CX insights to make you look like a rock star with your leadership
Allowing you to connect with your customers… so they can connect with you!
Why Fractional
Being Fractional gives us the opportunity to assimilate to your existing operation. We don’t act as a traditional consultant but rather as an additional team member.
We are accountable for the process and the result…. all for a fraction of the cost for a full-time team.
Service Tailored to Your Needs
Instant senior level insight
Proven strategic direction
Project accountability
Immediate productivity
Strategic focus
Agile project execution
Frees up budget resources
Project flexibility
Improved efficiency
Proven KPI and benchmarks
Oversight of cross-functional initiatives
Objective perspective free of biases
Voice of the Customer program audits
Research design and methodolgy consultation
Determining what success looks like
Operationalizing data to measure success
Research instrument design
Sampling strategy
Data collection strategy
We take care of the following:
Reporting KPI dashboards
Sentiment analysis
Descriptive and inferential statistics
Multivariate data modeling
AI process integration
Data storytelling and presentation
Thought leadership content
Measurable CX improvement in as little as 90 days!
Our Proprietary Process
Is your growth outpacing your customer experience?
As mid-market companies scale, customer retention, sentiment analysis, and cross-functional churn metrics often get left behind. You know you need executive-level insights leadership, but a full-time Chief Customer Officer or VP of Insights isn't in the budget—or necessary just yet.
We provide Fractional Customer Insights and CX Leadership for fast-growing B2B, Financial Services, and Insurance organizations. We don't just deliver data; we orchestrate data into actionable revenue retention strategies. Think of it as having an elite insights department on tap.
How We Help You Scale:
📊 Fractional CX & Insights Leadership: Part-time, executive-level ownership of your Voice of the Customer (VoC) and measurement frameworks.
🔍 Advanced Sentiment & Verbatim Analysis: Turning messy customer feedback, hotlines, and survey verbatims into clear, boardroom-ready priority roadmaps.
📉 Churn Diagnostic & Prevention: Identifying operational gaps before they hit your balance sheet.
🎯 Survey Design & Methodological Audits: Building rigorous, bias-free research models that drive actual business decisions.
You get 15+ years of enterprise insights experience, proprietary frameworks, and immediate execution—at a fraction of the cost of a permanent executive hire.
CX Academic Activation Method
Our unique proprietary process has been distilled from years of agency Customer Experience reseach and augmented by University level teaching and video game programming.
Who we are
Don’t want to wait 9 months to go through the hiring process, offer a full salary and a benefits package… and then hope for the best.
Hire someone who has done this before. Someone who can get started on day one. Someone who knows exactly what levers to pull and how to integrate that data into a strategic plan that will make you look like a genius.
Results Forged from 20 Years of University and Business Experience
…with a touch of video game programming
Mark Galauner
Mark leads agency management and business development. He has 20 years data storytelling experience by connecting customer behavior into actionable busines strategy.
Over those 20 years, he has set up CX programs for companies diverse as Ernst &Young, Lockheed Martin, NASA, the US Department of State and even a psychic hotline. Mark has been invited to speak at regional and national conferences.
In addition, he is on the faculty in the School of Communication at Cleveland State University where he is an active lecturer and a published author.
Interesting Fun Fact: Mark started out as a radio disc jockey and music critic. He still plays the periodic club gig around Cleveland.
Managing Director
Director of AI and Computational Analysis
Adam Galauner
Although he has been developing video games since his undergraduate days as a Computational Mathematics major at RIT, Adam now leads all AI and computational processes.
When he is not checking the numbers (or creating video games), Adam is actively working on an AI trading algorithm that analyzes and exploits stock market microtrends over long periods of market trading.
Interesting Fun Fact: Adam played in an international youth soccer tournament in Europe and has had some of his video game characters turned into toys.
Contact Us
If you have any questions or if there is any way we can help improve your CX program, feel free to hit the CX help button below: