I didn't come from consulting. I came from the inside.
I spent 10 years building, breaking, and rebuilding customer experience operations at some of the fastest-growing DTC brands in the country — before I ever called myself a consultant.
At one of the fastest-growing DTC brands in the country, my frameworks contributed to over $3M in recovered revenue in a single quarter through a combination of refund recovery, 3PL reimbursements, and operational cost reduction. The same systems are now available to your brand — without the trial and error it took me to develop them.
What I know from a decade on the inside: most CX problems aren't people problems. They're infrastructure problems. Bad processes, missing systems, wrong metrics, and reactive workflows that were never designed to scale. I know exactly what those look like — and exactly how to fix them.
I don't work alone, and I don't hand you a deck and disappear.
Nelson CX is a full-stack CX firm. When a brand is ready for execution, we bring the complete team: experienced front-line agents, team leads, QA specialists, and operations managers — all directed by the same strategic frameworks I've spent 10 years refining.
Every system we build is designed to run without us. The goal isn't dependency. It's an operation that holds when we're gone.