PODCAST

CX, DX, EX: One Total Experience

Ricki Lang of Quantum Metric joins Shawn Cordner to unpack how customer, digital, and employee experience are really one connected system.

Ready to improve your CX journey?

As Ricki puts it in the episode, the problems customers run into rarely start where they show up. A confusing chatbot, a broken cancellation flow, a frustrated frontline employee: they usually trace back to the same underlying systems and processes. Layering more automation on top without understanding the root cause just compounds the problem.

That’s what our CX Transformation Assessment is built to find.

We look at your CX across three dimensions: people, process, and technology
Our consultants conduct stakeholder interviews, analyze your interaction and operational data, and map your current workflows
You get a clear, actionable roadmap: not just what’s broken, but what to do about it and in what order
If AI is a near-term priority, we help you understand where your data, processes, and organization are ready for it, and where the entry points are

Anyone Can Tell You What's Broken.
We Tell You What To Do About It.

Transformation Consulting is a structured engagement where Amplix assesses your customer experience across people, process, and technology, then builds a clear, actionable roadmap for what comes next. Our consultants bring pattern recognition from hundreds of engagements, so they know what best-in-class looks like and how to translate it into steps that fit your team, your stack, and how your organization actually operates.

People

Who’s doing what, and where authority and accountability don’t line up.

Process

Where friction gets introduced, where hand-offs break down, and how workflows should be redesigned.

Technology

Whether your tools are being used to their potential, or costing you efficiency and quality.

AI Readiness

Whether your data, processes, and organization are actually positioned to support AI at scale.

A Roadmap, Not Just a List

Not just what to change, but in what sequence, and why. That prioritization is where most internal teams get stuck.

Frequently Asked Questions

What is total experience?

Total experience is the idea that customer experience, digital experience, and employee experience aren’t separate disciplines. They’re one connected system, and friction in any one of them traces back to the same underlying processes.

How do you measure customer experience?

Behavioral data (what customers actually do) is a more reliable measure than surveys (what they say they want). Amplix’s assessment analyzes your real interaction and operational data rather than relying on self-reported feedback.

Can AI improve customer experience?

It can, but only when it’s layered onto a process that already works. Automating a broken process just makes you bad faster. That’s why the assessment looks at process health before recommending where AI fits.

Testimonials

Amplix was able to help us put in an entirely new network, add security and managed services - on top of that while giving hundreds of thousands of dollars back to our business.”

— Ted Kenney, CIO, Access Records Management

From building out extensive APIs with our internal platform to a sophisticated IVR, Amplix has been able to stay in sync and step by step as our business is ever-growing, and we love to turn on new features day by day.”

— Uplift

I don’t know how they do it, but they’re able to get things done that no one else is able to.”

— TA Associates

Amplix took the pressure off of us during this process. We’re very confident in their expertise and capabilities and would recommend them to anyone going through a technology project.”

— Northern Essex Community College