You don’t just need more tools or talent, you need smarter strategies. From workforce design to AI implementation, we help you go from ideas to outcomes.
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Whether you're scaling a support org, integrating new tech, or transforming how your team works, our consulting practice gives you access to the frameworks, expertise, and action plans that drive sustainable change.
Define and optimize your end-to-end customer experience with tailored strategies that align teams, technology, and customer journeys around long-term value.
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
We assess your customer experience across people, process, and tech to help you define a roadmap that aligns business goals with measurable outcomes.
Our roots in BPO mean we know what breaks inside a CX org, and how to fix it with clear KPIs, better processes, and empowered teams.
We go beyond AI hype to build realistic automation and augmentation plans that match your stage of maturity, data quality, and team workflows.
Every recommendation includes the how, not just the what. We can help you implement the roadmap through our managed services or support your teams with structured handoffs.
Cate Marques
Chief Experience Officer
Justin Zemaitis
Co-Founder and Chief Insurance Officer
Jarvous Freeman
Vice President of Operations
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Horatio’s consulting services empower teams across industries to transform CX, optimize operations, and implement scalable, AI-driven solutions.
Design smarter CX strategies, implement AI for order support, and improve omnichannel operations to drive loyalty and conversion.
Strengthen compliance, enhance customer journeys, and optimize digital workflows across support, onboarding, and fraud prevention.
Redefine learner and educator experiences through platform support strategy, content journey mapping, and integrated digital operations.
Improve patient and provider support through scalable systems, HIPAA-aligned CX design, and automation that enhances care accessibility.
Streamline onboarding, reduce churn, and align support operations with product teams through KPI modeling, WFM planning, and AI readiness.
Scale technical operations, redefine escalation flows, and enhance support with AI-powered automation, smarter staffing, and operational clarity.
Optimize guest experience and booking support by aligning service delivery with seasonal demand, multilingual workflows, and tech integration.
Build moderation strategies, improve player support systems, and develop escalation playbooks that protect community trust and platform performance.
Our consulting work doesn’t exist in a vacuum. We back strategy with action, offering a full suite of managed services that help you execute, scale, and sustain the transformation we design together.
Transform your service experience from strategy to execution. Our expertly trained agents deliver multichannel support that reflects your brand voice, increases satisfaction, and reinforces your CX goals.
Support your internal teams with outsourced solutions for data processing, documentation workflows, QA audits, and admin tasks, freeing up bandwidth to focus on what drives growth.
Turn consulting recommendations into measurable improvements. Our QA teams build, implement, and operate scorecards, calibration protocols, and continuous feedback loops.
Safeguard your platform with dedicated moderation, escalation workflows, and policy enforcement that reflect your community standards and consulting insights.
Close the loop between your product and your customers. We provide Tier 1–3 tech support that’s integrated with your systems and optimized by the consulting roadmaps we help create.
Support regulatory readiness and reduce risk with specialized teams trained in KYC, chargebacks, access control, and fraud detection, built to align with your compliance strategy.
Stay ahead with expert perspectives on support transformation, AI maturity, and scalable experience design.
Learn why customer satisfaction matters, the common types of challenging customer behavior, and practical strategies for managing these situations with confidence.
April 7, 2025
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Read our guide on AI for customer service if you want to learn about AI benefits, best practices, and use cases.
March 25, 2025
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Business process optimization helps companies increase productivity, reduce costs, and improve collaboration by refining workflows and leveraging automation.
April 10, 2025
Read story →Have any questions? Here are answers to some of the most common questions from companies exploring customer experience consulting services.
Whether you need a strategic blueprint or hands-on implementation support, Horatio’s consulting team brings the experience, tools, and clarity to move you forward.
