CX90 Advisory operates at the intersection of customer experience and organisational structure. The practice is built on a precise premise: great customer experiences are structural achievements. They require operating model decisions that most organisations have never been asked to make explicitly — and most advisory relationships are not designed to help them make.
CX90 was founded by a customer operations executive with fifteen years of senior leadership across CEE and international markets — including two Executive Board roles in consumer-facing organisations operating across multiple countries, brands and regulatory environments.
The problems this practice addresses are ones encountered directly. Not as a consultant observing from the outside, but as the executive accountable for building the operating models, governance structures and accountability systems that determine whether great customer experiences are delivered or merely intended.
That experience spans e-commerce, retail, re-commerce and telecoms across CEE markets — environments where commercial pressure, operational complexity and customer expectations collide daily, and where the gap between experience ambition and experience delivery has structural origins that most advisory relationships are not equipped to diagnose.
CX90 is not a customer experience consultancy in the conventional sense. We do not design journey maps, run CX workshops or build service blueprints. Those are valuable tools in the right context. They are not what organisations need when the obstacle to great customer experience is structural.
Every engagement is built on one consistent principle: the most valuable contribution an external advisory relationship can make is structural clarity — a precise account of what is preventing the organisation from delivering the customer experience it is capable of, and what changing that will genuinely require.
That kind of clarity is rarely comfortable. It is, in our experience, the only kind that produces change that holds.
The organisations that engage CX90 have typically invested significantly in customer experience already. What they have not had is a structural account of why that investment has not closed the gap — and what closing it will actually require.
CX90 Advisory operates through a core executive advisory structure supported by a selective network of senior customer experience, operations and governance expertise assembled according to engagement needs. The network is not a standing team. It is a deliberate architecture designed to bring the specific depth each engagement requires.
Network associates bring direct senior-level experience in customer experience leadership, operating model design, multi-market scaling, AI deployment in customer-facing functions and CX governance architecture. They are selected for the depth of their operational experience — not the breadth of their methodology or the volume of their prior engagements.
This structure is intentional. It preserves the integrity and consistency of the advisory relationship while ensuring that no engagement operates outside its core area of competence.
We work with a limited number of organisations at any time. Engagements begin with a focused diagnostic conversation.