CX OPERATIONS & STRATEGY
Modern CX Starts Behind the Scenes
Mosaic helps e-commerce brands strengthen the operations, systems, and processes behind the customer experience.
15+ Years of Experience |
Led Teams of 100+ |
VP & Director Leadership |
Platform Migrations |
Multi-Brand Operations |
Offshore Team Leadership |
AI & Automation Initiatives |
Millions of Customer Interactions |
15+ Years of Experience | Led Teams of 100+ | VP & Director Leadership | Platform Migrations | Multi-Brand Operations | Offshore Team Leadership | AI & Automation Initiatives | Millions of Customer Interactions |
THE PROBLEM
Disconnected Experiences
Customer experience breaks down when teams and systems work in silos. What customers experience is often a reflection of how the business operates internally.
APPROACH
Understand the Experience
PROCESS
How We Work
01
Audit
Understand the current experience.
02
Findings
Identify gaps and opportunities.
03
Priorities
Focus on what matters most.
04
Roadmap
Define clear next steps.
AUDIT
Identify CX Gaps & Opportunities
A practical review of your customer experience operations. We evaluate the customer journey, support workflows, systems, and processes to uncover opportunities for improvement.
Designed for e-commerce brands navigating growth, operational complexity, or friction across the customer journey.
Receive prioritized recommendations and actionable insights within one week.
Evaluate key touchpoints across the customer lifecycle to identify friction, experience gaps, and opportunities to improve retention.
+ Customer Journey Review
Review support workflows, escalations, team processes, and service delivery to uncover operational inefficiencies.
+ Support Operations Assessment
Assess current tools, integrations, and automation opportunities to improve efficiency and scalability.
+ Technology & Automation Review
Receive a summary of findings, prioritized opportunities, and actionable next steps to guide future improvements.
+ Recommendations & Priorities
The Experience Behind Mosaic
MEET THE FOUNDER
Porter Marshall spent more than 15 years leading customer experience and operations teams in high-growth e-commerce environments, including executive leadership roles overseeing support organizations, platform migrations, automation initiatives, and customer experience strategy.
EXPERTISE
Leading CX at Scale
Experience across customer support operations, workflow design, automation, reporting, quality programs, and the systems that power modern customer experience.
Shopify Ecosystems
Quality Assurance
Vendor Management
Voice of Customer
Reporting & Analytics
Support Platforms
Platform Migrations
Workflow Design
Customer Operations
Automation Systems
SERVICES
How Mosaic Helps
Strategy & Review
Evaluating customer operations and service performance.
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Review customer operations, support workflows, and service gaps.
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Evaluate customer interactions across support and post-purchase experiences.
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Analyze customer feedback trends and recurring service issues.
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Assess KPIs, reporting visibility, and operational performance.
Process & Operations
Improving workflows, support processes, and execution.
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Build scalable workflows, SOPs, QA structures, and support processes.
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Develop structured escalation paths and issue-resolution workflows.
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Improve shipment communication and post-order customer experience.
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Refine operational workflows to improve visibility and execution.
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Create quality assurance frameworks and performance tracking systems.
Systems & Technology
Modernizing support systems and operational infrastructure.
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Optimize customer support platforms and operational workflows.
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Implement automation strategies that reduce repetitive support volume.
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Build reporting structures and operational dashboards.
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Support CX platform migrations and infrastructure improvements.
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Improve coordination between support platforms and operational tools.
INSIGHTS
Perspectives
Common questions about Mosaic and operational customer experience.
Frequently Asked Questions
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Mosaic works with e-commerce brands focused on improving customer experience through stronger operations, systems, and execution. Most engagements involve brands navigating growth, operational friction, disconnected workflows, or customer experience inconsistencies across the business.
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Mosaic focuses on the operational side of customer experience, including support workflows, customer systems, lifecycle touchpoints, service structure, operational clarity, and the processes that shape how the experience functions behind the scenes.
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Both. Mosaic approaches customer experience from an operational perspective — helping identify friction, improve structure, and support practical execution across systems, workflows, and customer operations.
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A CX audit starts with understanding how customer experience currently operates across the business. This includes reviewing workflows, systems, support operations, customer touchpoints, and areas where friction or inconsistency may be affecting the experience.
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Yes. Mosaic can work alongside internal teams, external partners, or existing agencies to help strengthen operational customer experience and support broader business initiatives.
READY TO START
Get in Touch
CX starts behind the scenes.