Better CX. By Design.
CX Built Better helps organizations reimagine contact center operations and modernize customer engagement across AI-powered and human-assisted voice, chat, and SMS. Drawing on 30 years of leadership and consulting experience, we combine independent advice with firsthand operational expertise to shape practical strategies, guide meaningful change, and help organizations achieve measurable business outcomes.
No Microsoft account required. Select ‘Continue as guest’ to book.
Practical Expertise. Transformational Outcomes.
Develop a cohesive strategy for connecting AI-powered and human-assisted voice, chat, and SMS. Define the future-state engagement model, intelligent routing and handoff requirements, technology integration approach, and transformation roadmap.
Discuss this service ↗Identify high-value opportunities for Agentic AI across voice, chat, and SMS. Develop use cases, conversational designs, vendor requirements, and deployment plans, with independent oversight to support measurable business outcomes.
Discuss this service ↗Select the right cloud contact center platform for your organization. Define requirements, evaluate vendors and AI-enabled capabilities, plan migrations, and provide independent oversight of vendor-led deployments.
Discuss this service ↗Design and optimize QA frameworks that combine human expertise with AI-enabled evaluation, coaching, and performance insights to improve service quality and customer outcomes.
Discuss this service ↗Improve forecasting, scheduling, staffing, and capacity planning through effective workforce strategies and AI-enabled WFM capabilities that strengthen service levels and operational efficiency.
Discuss this service ↗
MEET THE FOUNDER
Founder & Principal Consultant
With 30 years of leadership and consulting experience in customer experience and contact center operations, Eli Federman brings a strategic, practical, and results-driven perspective to modern customer engagement transformation.
Throughout his career, Eli has led large-scale customer-facing operations and teams, developed customer engagement strategies, guided technology modernization, and overseen the introduction of emerging solutions, including Agentic AI. His expertise spans omnichannel engagement, CCaaS, workforce management, and quality assurance, with a focus on connecting AI-powered and human-assisted interactions.
Eli founded CX Built Better to bridge the gap between strategy and execution. Working directly with business leaders and drawing on specialized expertise when needed, he provides independent guidance and deployment oversight focused on measurable business outcomes.
Connect with Eli ↗From Strategy to Results
Understand your current customer experience environment, identify improvement opportunities, and develop a practical strategy aligned with your business objectives.
Define requirements, evaluate solutions, and develop practical deployment plans. Provide independent guidance and oversight to support successful execution.
Establish performance measures, recommend optimization opportunities, and equip your organization to evaluate results and drive continuous improvement.
Let's explore how intelligent technology, omnichannel strategy, and operational expertise can help your organization improve customer interactions and achieve measurable business outcomes.
Book Introductory ConsultationTHE CX BUILT BETTER PHILOSOPHY
LET'S CONNECT
Tell us what you're working toward. Whether you're exploring AI, modernizing your contact center, or optimizing performance, the conversation starts here.
Choose a time for a complimentary 30-minute consultation on Microsoft Teams.
Prefer to write? Use the inquiry form and we’ll follow up.
Share a few details and we'll follow up.