Meet Rachel

Practical CX expertise. Real-world experience. No corporate fluff.

I’m Rachel, the founder of CX Collective, and I’ve spent more than 19 years working in customer experience, customer service and operations.

I’ve built and led customer service teams, managed complex complaints and escalations, improved customer journeys, worked through regulatory and operational challenges, and seen first-hand what happens when a business grows faster than its customer experience can keep up.

I know that customer experience isn't just about being nice to customers.

It’s about having the right people, processes and systems behind the scenes to make things easier for your customers and your team.

Over the years, I’ve also seen how difficult it can be for growing businesses to access experienced CX leadership without committing to another full-time senior salary.

That’s why I created CX Collective.

I wanted to give growing businesses access to the experience, perspective and practical support of a senior CX leader — without the cost or complexity of hiring one full-time.

I’m not here to hand you a 100-page report full of buzzwords and leave you to figure it out.

I’ll tell you what’s working.
I’ll tell you what isn’t.
And I’ll help you work out what to do next.

Because great customer experience should be practical, achievable and, ultimately, good for your customers and your business.