Costly, inefficient processes
Duplicated effort and disconnected tools drive up operating cost.
Holistic Digital CX & Product
From first impression to lifelong customer.
We break down the silos between Ops, Engineering, Marketing and CX so your customer gets one experience, built by one aligned team.
Our mission
We unite every team that touches your customer around one shared experience, so the people you win at first impression stay with you for life.
Z Experience Collective
The problem
Disconnected teams build a disconnected experience.
Every team has its own KPIs. Nobody collaborates across the line. And CX gets reduced to counting NPS, hits and tickets. Without a holistic CX strategy, the fragmentation costs you in four ways.
Customer loss
Disjointed experiences push customers toward competitors.
Loss of insight
Fragmented data hides the full picture of customer behavior.
Loss of team alignment
Teams optimize in isolation instead of toward a shared outcome.
The solution
Holistic Digital CX
One customer, one experience, one team. We put CX at the center and connect Ops, Engineering and UX, and Marketing around it.
i
Common channels & engagement
One shared view of how customers reach every team.ii
Processes across silos
Workflows designed to connect teams, not divide them.iii
360° perspective
A full view spanning both customer and business needs.Our process
Four steps, from audit to a team that runs on its own.
1
Audit & Discovery
- Audit existing teams
- Find crossover and gaps
- Map where confusion exists
- Define KPIs
2
Collab
- Individual team sessions
- Facilitated cross-collab with all teams
- Identify shared KPIs
3
Develop
- We build your fix plan
- Team integration
- Platform switches
- Process alignment
4
Train
- Rolls out once you accept the recommendations
- Technical and functional training
- Interpersonal coaching
- Transition plan
Bare Bones
Audit, step 1 only
A clear map of your teams, gaps and KPIs.
Mid
Steps 1–3 & handoff
Audit, collab and a fix plan your team carries forward.
Full Service
Steps 1–4
We stay through rollout, training and transition.
Ongoing
Continuous partnership
- Metrics tracking
- Cross-functional team alignment
- Annual audits
Our methodology
AfterAgile™
Product Engineering Teams
Building with AI Driven by CX
AI changed how products get built. AfterAgile™ is the operating model for what comes next: CX, Product, UX and Engineering ship together in a one-week cycle, measured against the KPIs that matter to your customers and your business.
Set Intent
CX and Product shape the intent and the business case.
Intent Review
Product defends it to stakeholders and sets the KPIs.
Coding Day + Testing
CX, Product, UX and Engineering build around one IDE.
Ship
Final Review in the morning, then it ships.
KPI Learnings
Read the results against the intent’s measures.
The Collab
An AI-moderated session. CX picks next week’s Intent.
Core principle
The source of a definition is also its tester.The Definers
CX · the customer needProduct · the whyUX · brand, UI & workflow
Leadership
The people behind the Z.
S
Chief Executive Officer
Shannon Sieber
Product and customer experience leader with 20 years across healthtech, fintech, ecommerce and telecom. Shannon has led seven international Agile teams spanning UX, CX and Engineering, run NPS programs for over a decade, and guided onboarding for dozens of projects. She is the creator of AfterAgile™.
M
President
Michael ZeMans
UX and DX professional, online marketing strategist and digital transformation consultant. Michael brings a marketing lens to every engagement, connecting how customers discover a brand with how they experience it.
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