Customer Experience Consulting Firms

Stonehill is a customer experience (CX) consulting firm that helps organizations design, optimize, and scale interactions that build loyalty, drive retention, and fuel growth. In a world where products and services are easily replicated, customer experience is the key differentiator. We work with brands across industries to reimagine journeys, align internal processes, and deliver consistent, meaningful experiences across every touchpoint.

Our approach combines customer insights, journey mapping, operational design, and performance measurement to close the gap between brand promise and customer reality. Whether you're facing churn, inconsistent service, or low engagement, we help you create experiences that not only meet expectations—but exceed them.

Service Offerings

Customer Journey Mapping & Voice of Customer Analysis
We map end-to-end customer journeys to uncover friction points, emotional drivers, and operational misalignments. Through interviews, surveys, and data analysis, we capture the true voice of the customer and translate those insights into actionable improvements across digital and physical touchpoints.

CX Strategy & Experience Design
Stonehill develops CX strategies that align with your brand, culture, and business objectives. From onboarding to support, we design signature experiences that create loyalty and stand out in the market. Our team facilitates cross-functional alignment to embed experience thinking into core operations.

Customer Feedback Loops & KPI Design
We build systems for capturing, analyzing, and acting on real-time customer feedback. By establishing CX-specific KPIs—such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)—we enable leadership to monitor experience performance and drive continuous improvement.

Employee Enablement & Frontline Empowerment
Great customer experiences start with empowered employees. We design training programs, communication tools, and incentive models that help frontline teams deliver consistently positive interactions. Our change management approach ensures that new processes and behaviors stick.

Stonehill helps organizations turn customer experience into a strategic advantage. Our consulting services create the structure, insights, and momentum needed to transform how customers interact with your brand. If you're looking to deepen relationships, reduce churn, and build a more customer-centric organization, Stonehill delivers the tools and guidance to get you there.

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