CX Strategy & Roadmapping
A clear, prioritized plan for improving customer experience across every touchpoint — grounded in your data, not best-practice guesswork.
- Journey mapping
- CX maturity assessment
- Prioritized roadmap
CX & Contact Center Consulting
Customer experience that moves the numbers that matter.
MJ Advisory Group partners with CX and contact center leaders to cut operating costs, lift customer satisfaction and modernize operations — with measurable results, not slideware.
25%
Average reduction in cost per contact across optimization engagements
150+
Contact center and CX engagements delivered across industries
+18 pts
Typical CSAT improvement within the first year of a program
20 yrs
Hands-on leadership experience inside contact center operations
Services
What we do
Every engagement starts from your numbers and ends with a number we committed to move. These are the areas where we do it best.
Contact Center Optimization
We analyze queues, handle times, escalation paths and self-service to remove friction and reduce cost per contact.
- Cost-to-serve analysis
- Routing & IVR redesign
- Deflection strategy
Digital Transformation & AI
Practical adoption of chatbots, virtual agents and automation — selected and sequenced so technology serves the operation, not the reverse.
- AI assistant selection
- Automation roadmap
- Vendor-neutral advice
Voice of Customer & Analytics
Turn surveys, speech and text data into decisions. We build the measurement system that tells you what actually works.
- NPS & CSAT programs
- Speech & text analytics
- Executive dashboards
Workforce & Training
Better hiring, sharper coaching and schedules that match demand — so teams stay capable and engaged.
- WFM optimization
- Coaching frameworks
- Agent career paths
Quality & Compliance
QA programs and compliance guardrails that protect customers and the business without slowing teams down.
- QA calibration
- Regulatory readiness
- Risk reduction
How we work
A method built for operations, not decks
Four phases, each with a clear deliverable and a decision point. You always know what is happening, why, and what it should produce.
01
Diagnose
We start with data: contact drivers, cost structure, customer feedback and team reality. No assumptions.
02
Design
Together we agree on the target experience and a sequenced plan that fits your budget and constraints.
03
Implement
We work side by side with your teams — not from a slide deck — through execution and change management.
04
Measure
Every initiative carries a number it must move. We track it, report it and adjust until it does.
About
Operators first, consultants second
MJ Advisory Group was founded by people who ran contact centers before advising them — people who have carried occupancy, attrition and CSAT targets on their own desks.
That experience shapes how we work: we diagnose before we recommend, we design for the teams who have to live with the change, and we stay until the numbers move. Our clients are CX leaders, contact center executives and COOs who want results they can defend to a board.
Independent & vendor-neutral
We take no commissions from technology vendors, so our recommendations stay yours.
Measurable by design
Every engagement defines the metrics it will move before any work begins.
Senior involvement
The people who sell the work are the people who do the work.
Results
What clients say
“They found savings our internal teams had missed for years — and did it while our CSAT went up, not down.”
“The only consultants we've worked with who stayed until the changes actually held after they left.”
Contact
Let’s talk about your operation
Tell us where you are today — rising costs, satisfaction scores, technology choices — and we’ll set up a first conversation. No obligation, no generic pitch deck.
- office@mjadvisory.group
- Phone
- +381 60 465 8382
