Revolutionizing Business Through Human-Centric Experiences
Today, it's easy to lose sight of what truly matters: the human connections that drive success. At CX Pilots, we're on a mission to change that. We believe that by placing deeper human connections at the center of every business, we can help organizations not only thrive but evolve into the best versions of themselves.
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Our Story in Numbers
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A Journey of Innovation and Human-Centered Thinking
The genesis of CX Pilots dates back to the 1990s. Steven Keith’s first company, Gorilla, worked on the digital transformation of the Chicago Mercantile Exchange. In the course of that work, he began to map the overall human experience ecosystem–the complex entanglement of 'outside' people interacting with 'inside' people (the company). This new discipline, “Customer Experience (CX)” as it would come to be called, would revolutionize businesses in the 21st century. Through the application of social science, strategy, change management, and systems thinking, a business could become human-centered by orienting itself more intentionally around its customers. As a result, its profits would grow, people would become more engaged, and positive experiences would drive loyalty behaviors, predictably. Steven began collecting experts in this discipline with a passion for putting humanity back in business, and CX Pilots was born.
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Steven Keith
Steven Keith is an internationally recognized expert and keynote speaker for customer experience in professional services firms. Steven works with companies in the Fortune 10 as well as the Fortune 10,000 by helping them transform their strategies and operations to become more systematically empathetic to their internal and external customers. Educated at University of Iowa (Literature, Science and the Arts), Northwestern University (Psycholinguistics) and University of Chicago (Marketing Strategy), Steven has been amassing education across multiple disciplines for decades. Steven is the architect of dozens of organizational transformations. He is the founder of CX Pilots and lives in Chapel Hill, NC.
Virginia Ingram
Virginia is a digital strategist, communications specialist, and client relationships expert who is trained as a Speech-Language Pathologist. With over 20 years at agencies and start-ups, she has focused her career on technology-sparked solutions for business while transitioning her digital strategy work into both a clinical and strategic position. She has worked across 11 time zones with international companies fueling growth by building systems for process improvement and operational stability. Her work at CX Pilots focuses on relationship management and strategy for human centered firms. With an insatiable appetite for all things new and interesting she is a regular contributor to the SXSW community having presented four times. She travels as often as her schedule allows and has lived in three countries, five states, and with people from 11 different countries.
Joe Bell
Joe is a marketing & strategy expert who has led teams across research, entertainment, and tech. A former analyst on Bureau of Labor Statistics research, he holds degrees in Sociology, Political Science, and Science and the Public from the University of Utah and University at Buffalo SUNY. When he’s not giving talks about the social network analysis of concert attendees he’s working on marketing and change management for CX Pilots. He serves on the boards of the Triangle American Marketing Association and the North Carolina Sustainable Business Council. Joe lives for underground Berlin techno, triple bottom line business, entrepreneurship and resides in Durham, NC with his rockstar wife and two furry children.
Katrina Brown
Katrina serves as CX Pilots’ Director of Growth, As an expert in revenue management and analytics, she drives purposeful growth with class and modern thinking, ensuring new heights of success. Katrina holds degrees in Computer Information Systems from the City University of New York and also holds both undergraduate and graduate degrees in Business. She has worked across consulting, healthcare and government administration. Katrina is a lifelong lover of the arts and lives in Raleigh, NC.
Amy Lee
Amy Lee comes from a diverse background in Occupational Therapy, event planning, and healthcare operations. With a bachelor's degree in psychology from Azusa Pacific University and a Master of Science in Occupational Therapy from California State University Dominguez Hills, she brings a unique blend of expertise to her role at CX Pilots. As an Account Manager, she ensures that CX Pilots' services consistently exceed client expectations driven by her ability to establish efficient systems for clarity and execution. Outside of work, she enjoys exploring the vibrant Los Angeles area with her husband, as well as traveling, skiing, cycling, and listening to audiobooks that expand her knowledge.
Director, Clients and Markets, a Global 100 law firm
Director, Client Service and Success, Specialty Insurance firm
Customer Experience Consultant at Eckart & Partner
Director, Customer Experience at Genworth Finacial
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Director Marketing Technology and Operations- Moss Adams
Director, Customer Experience
- Selective Insurance
President, Neumann Monson Architects
Director, Marketing and Client Experience, engineering firm
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Reconnecting Business with Humanity
At CX Pilots, we have a bold vision: to put deeper human connection back into the center of every business. We believe that in an era of automation and digital transformation, the most successful companies are those that prioritize human connections. By strengthening relationships with both customers and employees, businesses can drive real, measurable results and gain a competitive edge.
The Power of CX/EX
At CX Pilots, we have a bold vision: to put deeper human connection back into the center of every business. We believe that in an era of automation and digital transformation, the most successful companies are those that prioritize human connections. By strengthening relationships with both customers and employees, businesses can drive real, measurable results and gain a competitive edge.
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Unabashed Misfits with a Purpose
In an industry too eager to conform to the middle, we stand out. We're not afraid to be different – in fact, we embrace it. This willingness to think differently, to challenge the status quo, is what allows us to deliver transformative results for our clients. We're not interested in cookie-cutter solutions, we think creatively, and develop tailored strategies that address the unique needs and challenges of each organization we work with.
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The Pillars of Our Success
Trust
We build relationships through our client experiences and the results we deliver. We believe renewed business should be earned, not entitled – it should come from the value we create, not a contract.
Empathy
We strive to understand everyone we engage with, making them feel valued and respected. Our empathy leads to wisdom, which translates into direct value for our customers.
Value
At every stage, we aim to provide value—whether sharing a CX framework with prospects or solving complex problems for clients, we strive to leave every interaction better than before.
Expertise
We lead employee and customer experience for service firms, delivering results that earn respect and authority. We push for excellence, guiding clients in bold new directions when it serves their best interests.
Our Promise
At CX Pilots, we promise to help each firm we work with build better partnerships with everyone in their respective ecosystems. We work as hard and smart as we can to help every firm we advise evolve into their best version through powerful CX and EX initiatives.
When you partner with CX Pilots, you're not just getting a consultant – you're gaining a dedicated ally in your journey toward becoming a truly human-centered organization. We're here to challenge you, to push you out of your comfort zone, and to help you realize the full potential of your business.
Are you ready to put deeper human connections at the center of your business? Are you prepared to evolve into the best version of your organization? If so, we invite you to join us on this transformative journey. Together, we can revolutionize your approach to customer and employee experience, driving growth, loyalty, and success in ways you never thought possible.
Welcome to CX Pilots – where human-centered business takes flight.
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XCX Pilots Diversity, Equity, and Inclusion Statement
We are committed to transcending our own experiential lenses and cultural biases through active curiosity, listening, and inclusivity. Our dedication to diversity, equity, and inclusion compels us to continually adapt and align our work, processes, and culture with the diverse experiences of our employees, our clients, and their clients. We strive to ensure that every interaction is characterized by respect, humility, and empowerment.
