Unlock the Blind Spots Blocking Your Growth
The CX Lighthouse is a leadership, operations, and customer experience intelligence company helping SMBs scale without chaos.
Founded by Roger Nicholas, we combine behavioral science, CX strategy, and AI-powered insights to help leaders see what they normally miss — blind spots that quietly erode revenue, stall growth, and damage customer trust.
Our mission is simple:
Help SMBs grow with clarity, confidence, and customer-driven strategy.
​
We believe most businesses don’t fail because of poor effort or poor intent. They fail because of invisible friction — gaps in leadership, operations, and customer experience that leaders don’t see until it’s too late.
The CX Lighthouse eliminates that risk by giving you a unified system that shines a spotlight on your growth blockers and shows you exactly how to correct them.
​​
Signals We Commonly Surface
The CX Lighthouse System is designed to detect the early warning signs of growth friction — before they become costly. Here are the signals SMBs often discover:
​
-
A high-intent customer segment that quietly hesitates during onboarding
-
A hidden 10–20% conversion leakage caused by unclear handoffs
-
Leadership visibility gaps that create team hesitation or slow execution
-
Customer journeys where emotion, confusion, or uncertainty block decisions
-
Operational blind spots that add friction your customers never tell you about
These signals help leaders fix issues early — long before they show up as lost revenue.
Built for SMB Leaders Who Can’t Afford Blind Spots
We work with small and mid-sized businesses that are growing fast enough to feel the friction — but smart enough to fix it before it becomes costly.
Ideal Business Profile
​
Revenue Range
$2M – $50M annual revenue
Growth Stage
-
Scaling beyond founder-led influence
-
Expanding into new markets or customer segments
-
Adding new products, services, or departments
-
Experiencing growth friction (complexity, lack of visibility, stalled revenue)
​
Common Challenges We Solve
-
Leadership misalignment that slows execution
-
Operational blind spots that choke growth
-
Customer journeys leaking conversions
-
Fragmented data that hides warning signs
-
Poor personalization reducing impact
-
Difficulty predicting customer reactions
-
Decisions based on assumptions instead of intelligence
​
Who Gets the Fastest Wins
-
Founders and CEOs who want clearer visibility
-
COOs and Ops leaders reducing friction
-
CX leaders needing intelligence without enterprise-level cost
-
Small teams with no formal customer insights function
-
Organizations with high ambition but limited technical capacity
Built for SMB Leaders Who Can’t Afford Blind Spots
How We Solve Problems
​
A Unified System to Reveal, Predict, and Correct Growth-Killing Blind Spots
Impact is greater than Intention. ​
Instead of managing disconnected tools or guessing what customers need, The CX Lighthouse gives you a single system that makes every part of your business easier to scale.
​​​​​
1. The CX Lighthouse App
​​​
Identify your leadership and operational blind spots in minutes. Get customized recommendations, visibility habits, and action steps that create immediate measurable improvement. You get a leadership and customer experience strategy coach in your pocket.
​
Common Signals This Surfaces:
-
Team feedback loops that silently break down
-
Leadership habits that unintentionally create confusion
-
Execution bottlenecks that slow growth
-
Moments where decisions rely on assumptions instead of clarity
​​​
​​​​​​
​2. Dynamic Personas
​​​
Replace outdated personas with living, behavior-based profiles that adapt as your customers change. See what motivates them, what they ignore, and how to personalize your communication at scale.
​
Common Signals This Surfaces:
-
What motivates your best customers (and what turns them off)
-
Where customer hesitation actually begins
-
How customer emotions influence buying decisions
-
Hidden differences between similar-looking customer groups
​​​​
​​​​​​​​
3. Digital Twins
​​​​
Test ideas, offers, messaging, and customer journeys before you spend a dollar. Predict reactions, refine strategy, and reduce wasted time and cost.
​​​​
Common Signals This Surfaces:
-
Offer elements that trigger friction
-
Messaging that confuses or overwhelms certain segments
-
Price points or structures that create resistance
-
Emotional reactions you’d never catch in a survey
​
​
​​​​4. CX Intelligence on Journey Gaps
​​​​
Spot the hidden friction killing conversions and retention.
Get clarity on bottlenecks, emotional blockers, and moments where customers disconnect — and know exactly how to fix them.
​​​
Common Signals This Surfaces:
-
Unclear steps that make customers pause
-
Breakpoints between departments that hurt experience
-
Emotional gaps that lead to buyer hesitation
-
Customer journey stages where trust quietly erodes
​​​
​​​
The NEW CX Lighthouse COMPASS APP
Let's Talk!
NOW AVAILABLE on Amazon - The CX Lighthouse: Navigating Business Growth with Customer Experience. Written by R.A. Nicholas & Solomon Akinlua, PhD.
This book features a foreword by Mark Slatin, CCXP, Professor of Practice in the Master of Science in Customer Management (CXM) program at Michigan State University, Creator of the Forbes Top 10 Trending Business Podcasts: The Delighted Customers Podcast, and the creator of The Trusted Guide Roadmap™ Master Class.
Book Review:
"Many businesses, particularly small and medium-sized ones, struggle to implement effective Customer Experience Management (CXM) strategies. It's not due to a lack of desire: most leaders recognize that Customer Experience (CX) is their key competitive advantage. However, they often don't know where to begin or how to effectively scale their efforts. This is why this book is invaluable. The CX Lighthouse offers an exceptional practical framework that simplifies CXM, making it accessible for businesses of all sizes."
- Dan Gingiss, author of the award-winning ‘Experience Maker: How to Create Remarkable Experiences that Your Customers Can’t Wait to Share’ and International Customer Experience Keynote Speaker.
Want to learn more about the book? Recently, our CEO was asked to discuss the goal of the book, where its value lies for business leaders and what makes it different from other books about Customer Experience - the focus was on Leadership Blind Spots (a chapter covered in the book).
​
The Delighted Customers Podcast with Mark Slatin, is ranked among the top 10 business podcasts according to Forbes and in the top 20 on Apple podcasts.
​
To check out the 30min replay, just click on the pic here >>>>>>>>>
​
Enjoy. Share. Purchase the book. Share a review on Amazon.
From the CEO...
Firstly, thank you for visiting The CX Lighthouse. We're excited at being considered your future partner in business growth via Science-based Leadership Coaching, Customer Experience Management (CXM) Consulting, Training and Customized, Scalable Technology.
​
With 25+ years of experience in multiple industries at operational and C-Suite levels in the Caribbean and the U.S., I have seen enterprise challenges from diverse lenses. After experiencing the global financial crisis of 2008 and witnessing the revolutionary customer-centric strategies employed by many industries to excel through the crisis, my passion to change how customers are understood was lit ablaze. Imagine, businesses can actually be sustainably successful by scientifically understanding customers and employees better, and meeting customer expectations in an optimal way that still grows the business - that gets me pumped.
Together, let's make your leadership more visible and your customers more loyal. Let's go WiN!
​
We'd love to earn partnership with you in your success by enhancing your leadership capacity and helping you scale.
Roger Nicholas, Founder & CEO
The CX Lighthouse
