The CX Lighthouse is dedicated to transforming the way that businesses approach their leadership, their business development and their scaling.
By harnessing the power of behavioral science, we empower leaders to enhance their capabilities and foster a culture of growth and trust. Our mission is to help businesses scale effectively by using aggregated, science-based insight and increased self-awareness.
​
Since we firmly believe that a granular understanding of our customers' behavior is the key to driving success in a competitive landscape, our support team of experts is committed to personalized, innovative strategies and insights that create lasting impact using the science of Customer Experience (CX) and tailored, innovative AI-enabled technology. Join us on this journey to illuminate and guide you on your path to excellence in leadership and repeatable, accelerated business growth.
The CX Lighthouse Announcement Coming Soon!
Join our email list and get access to exclusive specials and deals .
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.
How We Solve Problems
Impact > Intention. Customer Experience (CX) has been around since 2003 as a proven, evidence-based business strategy that results in increased Loyalty, increased Revenue and Competitive Advantage. The intention of any strategy can be impressive but most important is the impact on revenue, cost management and growth. Impact is greater than Intention. Using solutions grounded in behavioral science and the science of Customer Experience, the following solutions amplify our ability to enhance your leadership capacity, business development and business growth outcomes. At The CX Lighthouse, we help business leaders cut through the noise, unlock customer intelligence, and confidently drive growth. Our solutions address the biggest challenges standing in the way of smarter marketing, stronger sales, and deeper customer loyalty.
​
Whether you are a solopreneur, small-business founder/leader or conglomerate CEO, we can customize high-ROI solutions to enhance your leadership capacity and to scale your business. In short: we make you the hero who sees the storm coming before anyone else does and who is able to navigate straight toward growth.
Leadership & Business Development Capacity Enhancement
The Challenge: Organizations often pour significant resources into strategies, systems, and tools, yet still encounter stalled growth, missed opportunities, and underperforming teams. Why is this the case? Often, the main obstacles are frequently internal rather than external.
Leaders and teams often struggle silently with avoidance behaviors that include, hesitations about visibility, outreach, difficult conversations, or decision-making. These blind spots can subtly undermine Leadership performance, Succession planning, Sales team productivity, Business Development team momentum, the team's trust in leadership and collaboration. When individuals shy away from essential actions, even the most effective strategies can fail.
​
The Solution: Our Call Reluctance Coaching leverages science to identify and address the hidden fears and avoidance patterns that hold leaders and teams back. We can guide individuals in identifying the scope of psychological barriers that lead to their hesitation and help them replace these revenue-reducing habits with confidence, visibility, accountability and proactive behavior.
Business Impact
Unlock Productivity: Teams move from hesitation to taking decisive, high-value actions.
Build Trust: Leaders and employees engage with authenticity and consistency.
Boost Business Growth Capacity: Increased customer outreach, visibility, and success.
Align Strategy & People: Strong systems supported by robust human performance.
​​
By focusing on the human aspect of business, Call Reluctance Coaching can empower a business to cultivate growth from within - an inside job.
​​
Ideal For: CEOs/Founders; Leadership Teams; HR/Training & Development Teams; Business Development Roles; Customer Success Teams; Sales Teams; Fundraising Roles; Key Account Teams; and Recruitment.
Dynamic Personas: Real-time Customer & Employee Intelligence
The Challenge: Traditional buyer and employee personas are essentially static representations that provide a limited snapshot of your audience. Unfortunately, these personas can quickly become irrelevant as market dynamics shift and consumer preferences change. As a result, businesses often find themselves facing wasted expenditures, low conversion rates, and a lack of alignment among different teams.
The Solution: Dynamic Personas, on the other hand, are designed to be updated in real time, drawing from live insights gathered from customers and employees. This approach allows leaders to a constantly evolving and accurate understanding of “who the customer (or employee) is,” ensuring that they remain informed about the latest trends and behaviors.
Business Impact
By leveraging Dynamic Personas, businesses can effectively eliminate wasted marketing resources, as they will be able to accurately target and reach the right audiences with precision. Additionally, this approach can significantly boost lead conversion rates, as messaging can be tailored to resonate directly with key decision-makers. Dynamic Personas also foster alignment between sales and marketing teams, providing them with clear, data-driven insights on customer needs and preferences.
Furthermore, companies can enhance their product-market fit by designing solutions that are rooted in the genuine needs of their audience rather than relying on outdated assumptions.
Finally, businesses can reduce customer churn and grow loyalty by proactively anticipating and addressing potential frustrations before they escalate. In summary, Dynamic Personas continuously evolve in real time providing businesses with a living, breathing understanding of their audience that can drive strategy, loyalty and growth.
Digital Twin of Customers & Employees: Predictive Growth @ Scale
The Challenge: Customer data is frequently dispersed across various platforms, including CRMs, social media, surveys, and support tickets. This fragmentation forces leaders to make reactive decisions, lacking the ability to test strategies or forecast outcomes. Additionally, data silos stifled decision-making and hinder businesses from achieving genuine growth.
​
The Solution: Digital Twins of your Customers (DToC) solutions create a dynamic, real-time model of your customer or employee base. This allows leaders to explore “what if” scenarios, accurately forecast trends, and personalize experiences at scale: eliminating strategic guesswork.
Business Impact
Eliminate silos by integrating insights across teams and systems. Anticipate behaviors with predictive models that mitigate costly surprises. Accelerate decision-making through forward-looking intelligence. Achieve personalization at scale by simulating strategies prior to costly implementation. Uncover previously missed opportunities by modeling new markets, retention strategies, and revenue streams.
Digital Twins transform raw data into actionable insights, empowering leaders to anticipate rather than merely react. They also consolidate fragmented data into a cohesive virtual model of your customer base, enabling large-scale personalization.
With Digital Twins, leaders can shift from reacting to past events to proactively anticipating revenue-adding future trends.
Our mission is to empower business leaders, and position them as heroes within their organizations by: providing clear, evolving intelligence that demonstrates ROI on growth initiatives, aligns teams around data-driven decisions, and equips them with foresight to stay ahead of their competition and relevant customer needs.
Let's Talk!
From the CEO...
Firstly, thank you for visiting The CX Lighthouse. We're excited at being considered your future partner in business growth via 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 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
