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Cupola CX

Pronounced: koo-puh-luh

Taking

Customer Experiences

to New Heights

A cupola is the highest point on a building,

allowing you to see farther into the distance.

Who We Are

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After 20 years as a customer experience (CX) consultant & executive,

across a variety of industries, Sarah Andrews founded Cupola CX

to help CX leaders design & implement strategies

to improve their customer retention.


Having sat in the seat herself, she knows what it takes

to design an ideal customer experience &

engage employees in the CX strategy & ongoing work.


Sarah is a Certified Customer Experience Professional (CCXP) through the CXPA.

You can find Sarah’s weekly CX tips on LinkedIn

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What We Do

  1. Cupola CX partners with organizations to conduct a customer ​experience (CX) audit - identifying your CX strengths & ​opportunities
  2. We’ll work together to create a customized roadmap - building ​a comprehensive CX strategy
  3. You’ll receive support on how to successfully implement your ​CX roadmap & tie your work to the overall company goals

What is a Customer Experience Audit?

Organizations with strong CX programs show high levels of maturity ​in the following CX pillars:

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Culture

Metrics

Listening

Strategy

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Collaboration

Design

Cupola CX reviews your organization’s CX activities & conducts leadership interviews ​to assess your current maturity in each pillar. Audit results are used to create a ​customized CX roadmap - advancing your CX program maturity.

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Who We Serve

Are you overwhelmed trying to solve your organization’s

customer challenges? Are you unsure of where to begin?


Cupola CX has expertise helping these industries improve their experiences:

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Medical Insurance Icon
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Technology

Healthcare

Private Equity

Manufacturing

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Government

Shop

B2C

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B2B

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Education

Why Customer Experience Matters

32

percent

Of customers would stop doing business with an organization after one bad experience (PwC)

83

percent

of executives feel their current CX program has considerable revenue & market risks (Forbes)

How do you feel when you think about your favorite local coffee shop?

Healthcare provider? Retailer?


Respected. Valued. Happy. Understood.


They listened to you & delivered on their brand promises.

This is because they made it easy for you to do business with them.

You can have these same customer outcomes, too.


 Cupola CX partners with you to create a customer experience

strategy that connects with people and inspires loyalty.

Setup a call today to learn more.

1.5

times

Improved customer loyalty by delivering personalized CX (Deloitte)

2.7

times

More likely to spend money due to receiving clear communication (Forrester)

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What We Stand For

MISSION

Why we exist

To improve experiences with connection & empathy - building stronger relationships & brand loyalty.

VISION

Where we're headed

To create experience advocates - people who design & execute encounters that matter

VALUES

How we serve

Connection - Empathy

Initiative - Achievement

Reliability - Community

“How did you come up with the name Cupola CX?”

In honor of Sarah’s Swedish heritage, the company value “connection” in Swedish translates to koppla.

This created a link to the English spelling, cupola.


A cupola is the highest point on a building, allowing you to see farther into the distance.

Cupola CX elevates your customer experience strategies, helping your organization reach new heights.

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Additional Customer Experience (CX) ​Packages

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  • Review of your organization's current CX practices, strategies, & culture to highlight strengths & opportunities


  • Deliverable: Custom action plan to drive your CX strategy

experience

audit

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  • Audit & gap assessment of your current approaches to gathering customer feedback


  • Deliverable: Comprehensive listening strategy that maximizes customer feedback to drive CX improvement

listening

strategy

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persona development

  • Facilitate a cross-functional team workshop that dives deep into customer wants & needs


  • Deliverable: Playbook of defined customer personas to deliver an empathetic customer experience
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  • Evaluate progress on your current CX goals & identify crucial cross-functional partnerships for success


  • Deliverable: Comprehensive two year roadmap - including level of complexity, dependencies, & key outcomes

experience

roadmap

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  • Lead a cross-functional team workshop outlining customer interactions from areas of delight to friction


  • Deliverable: Detailed customer journey map with improvement priorities to fix the moments that matter

journey

map

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  • A full experience audit & vision exercise to understand current & desired future states


  • Deliverables: Clearly defined vision, customer journeys, roadmap, & tactics to foster an optimal CX

eXperience

design

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  • Structures to support an internal culture that supports CX through collaboration & a common vision


  • Deliverables: Internal processes, resources, & templates to build a strong customer-focused culture

experience governance

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  • Leverage CX expertise & business experience to inform your decision-making


  • Deliverable: Personalized CX coaching to empower you to execute your CX vision & strategy

cx coach for leaders

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interim

leadership

  • Leverage an experienced CX leader to get your team on the right track. We will build your CX strategy & provide a succession plan for long-term success


  • Deliverable: Hours/week as needed

All packages are custom scoped to fit your organization's unique needs.

Need something outside of what's listed above? Reach out to see how we can help.

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