BUILT BY CPG EXPERTS + OPERATORS
Customer signals. Operational truth.
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
CUSTOMER SIGNALS IN
CX Interactions
Orders + Fulfillment
Subscriptions
Reviews + Social
Payments + Chargebacks
Returns + Refunds
Product + Quality
Surveys + CSAT
Inventory + Logistics
Marketing + Offers
BLACKLIGHT
OPERATIONAL TRUTH OUT
Root Cause — What’s really driving it?
Owner — Who can fix it?
Impact — What is it costing or creating?
Decision — What should leadership prioritize?
—
Revenue / Cost Recovered
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Refund / Replacement Reduction
—
First Contact Resolution Improvement
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Chargeback Recovery
—
Cost-to-Serve Improvement
From startup to $350M+
We know what tends to break at every stage — and what good looks like next.
Trusted / Experience · Editable logo slots
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.
We help determine whether your current CRM’s AI is enough, whether an AI bolt-on makes sense, or whether a dedicated enterprise AI platform will deliver a better outcome.
We connect the systems you already own before assuming you need to replace everything.
SYSTEMS WE CAN WORK WITH
Commerce — Shopify
Subscription — Recharge
CX — Gorgias · Kustomer · Zendesk
Returns — Loop
Knowledge — Confluence · Notion · Google Drive · SharePoint · Guru
Reporting — Looker / BI
Workflow — Slack · Project Management
Data — APIs · Webhooks · Custom Integrations
BLACKLIGHT OPERATING VIEW
Revenue / Cost Impact
Refund / Replacement Rate
Resolution / Repeat Contact
Top Root Causes
Signal Trend
Owner · Priority · Status
Measured Outcome
MEETING / SIGNAL → ACTION → OWNER → DUE DATE → STATUS → EVIDENCE → OUTCOME
OUTPUTS
Root Cause Identified
Owner Assigned
Priority Set
Impact Quantified
Action Tracked
We can connect customer signals, operating data and project execution so issues do not disappear between meetings or departments.
AI CAPABILITIES
Evaluate built-in CRM AI versus standalone AI · AI platform selection and standup · Build teams to operate AI · Agent Assist · Self-Service · AI QA · Human QA · Knowledge Integration · Workflow Automation · API Orchestration · Dashboards · Alerts · Governance
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.
RESULTS / CASE STUDY PLACEHOLDERS
Case Study 01
Situation · Intervention · Result
Case Study 02
Situation · Intervention · Result
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.
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See what’s really driving friction, cost and growth.
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Explore Our Services
See how we help CPG brands connect signals to results.
Free 30-minute consultation · No pressure · Response within 24 hours