CUSTOMER EXPERIENCE AND COMMERCIAL STRATEGY
ICX is a customer experience and commercial strategy consulting firm for companies in the U.S. and Latin America.
We help you increase sales, retain customers and grow profitably, and we implement what we recommend.
CUSTOMER EXPERIENCE AND COMMERCIAL STRATEGY
WHERE CUSTOMER EXPERIENCE MEETS COMMERCIAL PERFORMANCE
ICX is a customer experience and commercial strategy consulting firm for companies in the U.S. and Latin America.
We help you increase sales, retain customers and grow profitably, and we implement what we recommend.
Growth happens in stages.
Results matter: Regardless of your role—whether in marketing, sales, service , or customer experience— you will be measured by some of these stages of growth. Between strategy and results lies execution.
Marketing, sales, service, and Customer Experience impact different stages of growth. ICX connects strategy and execution to turn them into measurable results.
Capabilities that turn goals into results.
Attracting, converting, retaining, building loyalty, serving customers, and optimizing operations do not depend on a single department. Achieving these goals requires integrating customer experience, commercial strategy, pricing, processes, and technology so they work as a unified system.
ICX brings together five specialized practices to help leaders across Marketing, Sales, Service, and Customer Experience improve performance and generate measurable business results.
Each challenge requires a different combination of capabilities. ICX combines Customer Experience and Commercial Strategy with the processes and technology needed to turn strategy into results.
Capabilities that turn goals into results.
We integrate five practices to turn your growth objectives into measurable results.
OUR POSITION
We challenge the status quo others may hesitate to question. We use evidence to show what works and what doesn’t. Uncomfortable conversations are the starting point—not the obstacle.
ICX works in 90-day value sprints with clear deliverables, from diagnosis to CRM automation and continuous improvement.
Five steps with clear deliverables. No open-ended contracts and no never-ending consulting.
90-DAY VALUE SPRINTS
Each sprint closes with a defined deliverable and a measurable result, so you see progress every 90 days.
Larger transformations are structured in three to six month phases, each with clearly defined objectives and outcomes.
Every industry faces unique challenges.
We design strategies that turn them into measurable opportunities for growth.
Food and Beverage
Optimize customer experience, improve operational efficiency, and make data-driven decisions in a highly regulated and competitive environment.
BOOST YOUR GROWTH
Aviation
Improve the passenger experience and operational efficiency in an industry where every interaction, connection, and minute can impact profitability.
IMPROVE THE EXPERIENCE
Retail & E-commerce
Turn every interaction across every channel into an opportunity to increase sales, strengthen customer loyalty, and grow customer value in an increasingly competitive market.
BOOST YOUR SALES
Banking Services
Increase profitability and customer loyalty while responding to more demanding customers, evolving business models, and an increasingly complex regulatory environment.
BUILD CUSTOMER TRUST
Healthcare & Life Sciences
Accelerate innovation and strengthen relationships with patients and healthcare professionals in an industry where science, technology, and regulations are constantly evolving.
ACCELERATE INNOVATION
Government
Improve public service delivery and institutional efficiency to better meet the needs of citizens and communities.
IMPROVE YOUR SERVICES
Hospitality
Enhance the guest experience and improve operational efficiency by connecting processes, systems, data, and services more effectively.
ELEVATE THE GUEST EXPERIENCE
Manufacturing
Increase productivity, efficiency, and operational responsiveness while preparing your business for growth in increasingly competitive markets.
OPTIMIZE YOUR PRODUCTION
Consumer Products
Drive growth by understanding changing consumer behavior, adapting your offerings, and creating more agile, personalized customer experiences.
Utilities
Improve the efficiency, reliability, and continuity of critical operations while controlling costs and enhancing service quality for your users.
Telecommunications
Stay competitive in a rapidly evolving industry by adopting new technologies while maintaining the human connection your customers expect.
STRENGTHEN YOUR CONNECTIONLatest Insights
16 min read
Try an uncomfortable experiment. Ask ChatGPT, Gemini, Copilot, or Perplexity what your company does. Then ask a second question: Why should I hire your company instead of your competitors?
Read article
The problem isn't always a lack of technology. Sometimes it's the difficulty of changing what we've already built.
What happens when a company thinks it knows its customers, but in reality only knows an outdated version of them?
In the business landscape of 2026, the speed with which an organization adapts to changing market demands determines its survival.
Before your next technology investment, let’s map the process first.
