EX2CX Helps Organizations Turn Employee Experience Into Customer Growth
This new advisory firm aims to help organizations connect customer and employee experience to better organizational outcomes. Why Cary Self Started EX2CX—and What It Does
From “Data” to “Doing”
What EX2CX Delivers
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EX2CX founder Cary T. Self says he launched the Boston-based firm to help organizations do the “messy” work that many experience-technology platforms overlook: building the culture, leadership behaviors, education, and operating rhythms that turn employee experience (EX) into better customer experience through journey maps, training, service workflows and metrics leaders and use to run their organizations.
Why Cary Self Started EX2CX—and What It Does
After years leading customer and employee experience work inside large organizations and alongside software platforms, including Gamestop and Areas, Self says he wants to focus less on technology and more on what actually changes outcomes: program development, capability-building, and culture. “I’m not really into the technology and software as much as I am to the program development and the culture creation,” Self says. “I just decided 2026 is my year to…help companies do what I think is important—invest in people, not just the technology.”
That intent is explicit on the EX2CX website: the company “connect[s] the employee experience and customer experience into one operating system, so your culture, training, and service workflows drive measurable revenue and retention gains.”
From “Data” to “Doing”
Self describes a familiar gap in many organizations: plenty of data (surveys, metrics, analytics), but limited follow-through. “You got it…here are the analytics—now how are we going to institute systems?” he says, emphasizing empowerment, training, and investment in frontline teams so the organization can translate insight into consistent action and financial performance. On its web site, EX2CX frames this as building an integrated EX+CX architecture across functions—executive leadership, HR/people teams, customer success/service, operations, finance, and product—so experience work doesn’t get trapped in silos.
What EX2CX Delivers
EX2CX positions its work as a disciplined operating model—“Diagnose, Design, Train, Execute, Govern, Scale”—starting with data pulls, listening, and journey mapping, then moving into playbooks, training, dashboards, and “close-the-loop actions” that can scale after early wins, Self explains.
The firm’s feature set spans employee empowerment (hire-to-retire journeys, skills, coaching, mentoring); voice-of-customer systems (data health, journey mapping, root causes, dashboards tying NPS/CSAT to revenue); culture and leadership rituals, professional services and onboarding design, learning ecosystems, support operations playbooks, and data/tooling governance.
Importantly, EX2CX says it emphasizes measurement that CFOs recognize—linking experience metrics to financial outcomes. “Success always ties to a scorecard,” the site notes, pairing NRR/GRR (net and gross revenue retention), churn, expansion, time-to-value, and cost-to-serve with operational and people metrics such as response times, quality pass rates, engagement, and turnover.”
Says Self, “sustainable growth comes from quality—building belief and loyalty through empowered, trained frontline teams, backed by the right metrics to identify where to invest.”
For More Information
Cary T Self
EX2CX
786-514-4713
ctself@gmail.com
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