BUILT BY CX + OPERATIONS EXPERTS IN CPG
We connect CX, retention, fulfillment, product, operational and financial signals so CPG leaders can see what’s actually driving cost, churn, friction and growth.
From startup to $350M+, we know what tends to break, who should own it and what good looks like at every stage.
Lower Cost
Stronger Retention
Higher Loyalty
Operational Clarity
Free 30-minute consultation · No pressure · We respond within 24 hours
WHAT WE IMPROVE — the customer signals, systems and outcome areas we map before deciding what to change.
The problems are connected. So is the solution.
CX often sees the symptom first. That doesn’t mean CX caused the problem.
CUSTOMER SIGNAL
Complaints · Questions · Feedback · Behavior
CX
Tickets · Refunds · Escalations · Cancellations
UPSTREAM SYSTEMS
Product · Quality · Fulfillment · Logistics · Subscription · Payments · Marketing · Technology · Policy · Finance
ACCOUNTABLE OWNER
Team · Owner · SLA · Handoff
BUSINESS IMPACT
Margin · Retention · LTV · Cost to Serve · Revenue · Risk
Signals live in silos.
Ownership dies in handoffs.
Leadership often sees the KPI without seeing the cause behind it.
We turn signals into advantage.
CX + Retention
Reduce friction, prevent repeat contacts and churn, and improve customer lifetime value.
Operations + Fulfillment
Surface delays, quality failures, inventory gaps, provider issues and process breakdowns.
Intelligence + AI
Connect systems, AI and customer signals into actionable operating intelligence.
Economics + Impact
Quantify what problems cost, what deserves priority and what improvement returns.
We’ve been on your side of the table.
Built by CPG experts. Our team includes people with founder experience, executive and director-level operating experience, deep CX domain knowledge and technical expertise across high-growth and publicly traded businesses.
We’ve launched brands, managed brands and run operations for others across CPG, technology and customer operations.
Brand Building → Product → Manufacturing → Supply Chain → DTC + Subscription → Omnichannel → Fulfillment + Logistics → CX → Data + AI
We know what problems look like at startup, what begins to break during growth and what needs to exist before the next stage arrives.
AI-first. Connected. Actionable.
BLACKLIGHT helps determine what AI you actually need, connect it to the systems you already use, and build the workflows, knowledge, training and governance required to keep it working.
Customer AI
WISMO + order status
FAQ + policy answers
Subscription changes
Late cancel / hold
Returns + simple self-service
Human escalation when needed
Higher self-service success, lower effort, fewer repetitive contacts.
Agent + Team AI
Agent assist
Knowledge retrieval
Suggested actions + routing
QA + coaching
Escalation detection
Automation training
Higher resolution quality, faster agents, better escalation and capable teams.
Enterprise + Operational AI
Voice of customer + root cause
Dashboards + reporting
Projects + task creation
Cross-team alerts
Product + quality signals
Fulfillment + logistics signals
Executive visibility
Customer signals become accountable operational decisions—not dead ends inside CX.
ASSESS
→
SELECT
→
IMPLEMENT
→
TRAIN
→
GOVERN
The goal isn’t a prettier CX score. It’s a healthier business.
Great CX is not “make every customer happy at any cost.” We balance customer outcomes with operational reality and business economics.
CUSTOMER OUTCOME
Retention · LTV · CSAT
OPERATIONAL COST
Refund Rate · Repeat Contact · FRT · Agent Productivity · QA
BUSINESS VALUE
Margin Leakage · Chargebacks · Fulfillment SLA · Cancellation Saves
We use data to help clients hold internal teams, vendors, fulfillment partners, carriers and service providers accountable for the outcomes they influence.
From insight to impact.
1 ASSESS
Audit signals, systems, people and economics.
2 PRIORITIZE
Find the highest-impact issues, owners and timing.
3 IMPLEMENT
Build workflows, systems, training and execution.
4 MEASURE
Track results, prove impact and scale what works.
We can give you the playbook, build it with you, or run it for you.
WITH YOU
Advisory + Strategy
Assess, plan, guide and prioritize.
BESIDE YOU
Embedded Leadership + Implementation
Work inside your systems and alongside your team to build and execute.
FOR YOU
Managed Operations + BPO
Operate, manage and continuously improve the function with you or for you.
BLACKLIGHT is not built around paid conversations. We can embed in your CRM, Slack, reporting cadence, leadership meetings and cross-functional workflows and remain accountable for execution.
WHAT WE IMPROVE
Revenue + Retention · Cost to Serve · Customer Effort · Operational Performance · Quality + Fulfillment · Executive Visibility
WHY LEADERS CHOOSE BLACKLIGHT
CPG operating expertise, not theory
CX + Operations + Technology
Embedded or advisory — your choice
Cross-functional accountability
Measured business impact
Flexible execution depth
TECHNOLOGY WE WORK WITH
Shopify · Gorgias · Zendesk · Kustomer · Recharge · Loop · DigitalGenius · Claude
+ CRM, AI, QA, WFM, data and operational systems
Built for CPG. Any size. Any stage.
Beverage · Supplements · Sports Nutrition · Personal Care · Packaged Goods · Subscription / DTC
Product + Quality
Fulfillment + Logistics
Subscription + Retention
Payments + Refunds
CX + Service Operations
Marketing + Customer Promise
Systems + Data
Ownership + Accountability
The category changes. The patterns repeat. Our job is to find the root cause and the real owner.
Ready to flip the black light on your business?
See what’s really driving friction, cost and growth.
Get Your Free CX Consult
Tell us where the friction is. We’ll respond within 24 hours and recommend the most useful next step.
Explore Our Services
See how we help CPG brands connect signals to results.
Free 30-minute consultation · No pressure · Response within 24 hours