CX consultants for law firmsCX consultants for accounting firms
422
Projects completed

Human-Centered Business

We are a collection of CX pioneers advancing the cutting-edge of experience-based management strategy for professional services firms

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Monthly Client Report
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ABOUT US

We make businesses better by focusing on people

We live in a world where humans are at the center of business, yet many decisions and actions fail to reflect that. As the leading end-to-end CX consultancy for professional service firms, we engage businesses in employee and customer-centric change to drive better partnerships which, in turn, drive a better bottom line.

cx pilots headquarters
COMPANY

A small story about a CX innovator

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. 

1.1+
Billion in
value created
42
CX Transformations
completed
415k
Customer and employee surveys
conducted
beatnik steve jobsBest customer experience consultants
LEADERSHIP

Steven Keith

Transformation Advisor

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.

Best customer experience consultants
LEADERSHIP

Virginia Ingram

Head of Relationships & Advisor

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.

Best customer experience consultants
LEADERSHIP

Joe Bell

CMO & Advisor

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.

Best customer experience consultants
LEADERSHIP

Katrina Brown

Director of Growth

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.

Best customer experience consultants
LEADERSHIP

Amy Lee

Account Manager

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.

Best customer experience consultants
ETHOS

Happier employees
make happier clients.

Some of us come from the big consultancies. In fact, we helped some of them design and build their CX strategies and offerings, but we find their approach to be stuck in the past century. Locking clients into multi-year service contracts they don’t need isn’t an exchange of value, it’s opportunistic and it’s not how companies want to collaborate anymore.

We set out to be different—to deliver value to our clients in direct line with the spirit of experience. Our engagements are on a pilot basis because if we are not delivering value for you, we should not be consulting for you. We don't feel entitled.

We chose to focus on B2B professional services firms because that is where CX is the hardest and the results, most rewarding. Professional service firms’ relationships with clients are high-value relationships.  In experience-driven firms, relationships are the product. 

At CX Pilots, we believe that we can help every professional services-based firm with a market leader mentality become the very best version of itself through a more intentional, self-aware, and accountable Client and Employee Experience orientation. We recognize the risks and highly subjective nature of our work and wear the trust our clients grant us with pride.

When firms work with us to focus and build around the empathy-driven work of understanding and improving experiences with their firm, we often get the privilege of accompanying resolute leaders through challenging, yet rewarding investment in client-centricity. It’s what gets us fired up and motivates us to do our part to change our world for the better. 

CX Pilots is not just another CX/EX Consultancy. We draw on our 20+ years of management consulting and coaching experience to meet services-driven firms wherever they are in the journey of becoming the experience-led firms of tomorrow. Put simply: we don’t shy away from complexities – we embrace them.

We are not for everyone. We will challenge you to be better. If you are not comfortable with change, we are not for you. If you are a leader in your space, we should talk. When you focus on people, your bottom line will thank you.

Best customer experience consultants

"Every human interaction is important, and every relationship-supported organization can meaningfully, and measurably enrich the work of the people they serve."

CAREERS

Aways seeking
amazing CX leaders

Account Manager

CX Pilots

Account Manager

Although we are not currently hiring for this position, we are always seeking applications. You are a good fit for this position if you:  

  • Have an interest in project management and demonstrate skills in coordinating timeline, budget, and scope
  • Are known for being “on top of things” and anticipating others’ needs
  • Have an abundance of empathy. Can easily understand and anticipate the perspectives, experiences, needs, concerns, and goals of others
  • Have hustle and the ability to deliver client-quality work on deadline
  • Can take a large task and break it into its corresponding tasks and timeline, also able to delegate those tasks
  • Have interest in getting accredited (CAPM, PMP)
  • The ability to travel 4 -5 times per year to client sites for meetings (we will cover the costs for travel)
  • Frequently think about how to make processes better, more standardized, and/or clearer in your professional or personal life
  • Regularly use systems in your own life to keep track of things
  • Have a strong ability to prioritize based on urgency and importance
  • Like to work proactively and don’t leave things to the last minute
  • Take initiative where you see you could be helpful, even if you don’t yet have full clarity
  • Have strong written and verbal communication skills—a substantial part of this job involves writing communications on behalf of others and preparing presentations
  • Want to set others up for success and create clarity for everyone involved through partnership with our subject matter experts
  • Be familiar with using AI tools to maximize your efficiency or exhibit a willingness to learn them
  • Have a positive attitude, openness to learning and trying new things, and work harmoniously with your coworkers
  • Obsessed with figuring out how to modify your own work and communications to best align with your clients
  • Value relationships; easily make connections with people. Enjoy building relationships with the people you solve problems with

Salary range $60,000-68,000 DOE

To apply complete the application below.

Account Manager

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