I'm Bee. I fix
broken CX systems.
I help B2B SaaS companies unify Community, Knowledge, Self-service, and Intelligence into a connected customer journey. So customers can find the right answer, trust it, and never break stride.
The audit or the
ongoing partner.
Start with a sharp diagnostic or bring me in as your embedded CX lead. The goal is the same: a customer experience people can trust, move through easily, and rarely have to think about.
CX Architecture Audit
I spend 60 minutes walking through your customer experience exactly the way your customers do: live, out loud, and without a guided tour. Then I show you exactly where the pavement cracks—where the experience breaks trust, creates friction, and forces customers to work harder than they should.
You get the recording, a written summary, and a prioritized fix list. One hour of footage worth more than a 40-page audit.
- →Live recorded walkthrough — Stress-testing the journey across your help center, search, AI bots, community, and docs.
- →Findability & AI spot check — Testing for accuracy, trust, and hallucinations when customers need immediate answers.
- →Shadow CX & Flow gap mapping — Identifying contradictions across siloed touchpoints and exactly where customer momentum breaks.
- →The Deliverables — The raw 60-minute footage, a written architectural summary, and a prioritized fix list.
No ongoing commitment · Audit fee fully credited if you continue to a fractional partnership
Fractional Experience Architect
I act as the strategic architect for your digital CX, designing the systems between knowledge, community, self-service, and AI. I guide your existing team on exactly what to build, where the gaps are, and how to connect the loops. So you get world-class CX that scales without world-class effort.
- →Experience infrastructure roadmap ownership — Mapping fragmented AI touchpoints and building the orchestration layer that connects them.
- →EX = CX alignment — Fixing internal workflows, knowledge capture, and tool consolidation so your team isn't the bottleneck.
- →Knowledge architecture — KCS implementation, structured content, and article workflows that don't go stale.
- →Community system design — Positioning community as a core guidance layer (not a side room).
- →Self-service, AI & Automation — Designing the delivery mechanisms (chatbots, automated workflows, portals) and removing friction from the customer path.
- →The Intelligence layer — The telemetry of your CX: analytics, feedback loops, health scoring, and the signals that tell you exactly what to fix next.
- →High-leverage, async-first delivery — Dedicated Slack access for quick unblocks, plus deep monthly strategy reviews and written roadmaps.
3-month minimum · Rolling monthly after · 30-day cancellation
Strictly limited to 2 concurrent partners.
Currently booking for Q2 2026.
Shadow CX is already
in your building.
Marketing sells the vision. Documentation explains the product. Community should bridge the gap with practical, peer-validated guidance.
But in most companies, nobody owns that middle layer.
When self-service breaks and AI hallucinates, the sidewalk cracks. Suddenly, customers have to stop moving forward and spend their energy figuring out where to step next.
That isn't a support problem. It's an infrastructure problem.
Customers doing work the experience should have done for them
That's not support ops. It's experience infrastructure. The difference is where the work lives: upstream, before the confusion, before the handoff, before the ask.
AI that sounds helpful but weakens trust
The model isn't the problem. The knowledge underneath it is. Bad guidance at scale is just bad guidance, faster. AI amplifies whatever truth problem already exists.
Self-service that breaks momentum
When customers can't find the right answer, can't trust what they find, or can't act on it, they open a ticket. That's a guidance failure, not a volume problem.
No one owns the upstream system
Product owns the product. Docs own the docs. Support owns the queue. Nobody owns the experience between them. That gap is where avoidable friction lives.
Teams building customer touchpoints without coordination.
Teams building customer touchpoints without coordination.
The real damage isn't contradictory answers. It's customers being forced to do work the company should have done already. Figuring out which AI to trust. Re-reading docs that conflict. Opening tickets because self-service failed.
Before AI, this was slow. Now any PM with an LLM API can ship a "customer experience" in a week. The barriers to creating touchpoints collapsed. The barriers to coordinating them did not.
Most companies skip straight to delightful. Chatbots with personality. Branded help centers. Gamified communities. All of it floating on a broken knowledge layer.
Invisible first. Delightful second. Most companies haven't done either.
Read more →
Not a framework I borrowed.
One I built.
Most companies have the pieces: community, knowledge, self-service, and intelligence. What they lack is a connected system that helps customers feel guided instead of left to assemble the experience themselves.
Most companies have pieces of this. Almost none have the loops.
Every interaction makes the next one cheaper.
A good answer shouldn't die in one place. The best answers should improve your docs, search, chatbot, and the next customer's path through the experience all at once.
Read more →They have the pieces. They don't have the loops.
They treat community like a side room instead of part of the product experience. Marketing owns the story. Docs own the details. Support owns the queue. Community gets stuck in the middle, expected to drive engagement but not trusted to shape the customer journey.
Read more →Which loops are broken and where the leak is biggest.
The audit shows which parts of the experience feel disconnected, where customers lose confidence or momentum, and which fix will create the clearest downstream improvement first.
Read more →
I audit companies
publicly.
These reviews show how digital CX breaks in the real world: fragmented search, disconnected systems, weak guidance, and AI layered on top of knowledge gaps. No theory. Just the moments where customers lose trust, momentum, or both.
1Password
Everything is siloed. Help center search returns only support articles, not community answers, not Academy content, not docs. Separate logins. Separate domains. Every fork is a customer lost before they got their answer.
Spotify
Community and help center are fragmented subdomains with different UX, different logins, different search. The ideas board exists but only 1 item is marked "implemented." Customers are shouting into a void.
Next up
Drop a suggestion in the Hive Five or on X. If it's interesting to audit, I'll do it. The reviews go to 4,500+ subscribers before they land here.
Not a support leader.
An experience architect.
Customers don't come to your product looking for support. They come to get something done. Service is what happens when the experience breaks and pulls them out of flow.
My job is to keep them in it.
The best CX is like a smooth sidewalk: it lets customers get where they're going without forcing them to look at their feet. They shouldn't notice your infrastructure — they should just finish what they came to do.
That includes the layer most companies ignore: community as practical guidance, not just engagement.
Self-service that actually answers the question. Knowledge that doesn't go stale. AI that gives the right answer instead of a confident wrong one. Guidance that holds up the moment a customer needs it, not after they've given up and opened a ticket.
That's not support ops. It's experience infrastructure. And it lives upstream: before the confusion, before the handoff, before the ask.
Common questions
Is the CX Audit actually useful if we don't continue? +
Yes. It's not a disguised sales pitch; it's a pure diagnostic. You get an unedited recording of exactly where your customer journey breaks down, why momentum stalls, and where trust is lost. I hand you a prioritized fix list. Many teams take that architectural roadmap and execute it internally.
Do you only work with cybersecurity and B2B SaaS? +
I specialize in complex, technical B2B products where the gap between Marketing, Docs, and Support is the widest. If your product requires a community, a knowledge base, and self-service AI to succeed, the rules of experience infrastructure apply regardless of your specific vertical.
Can the audit roll into a fractional partnership? +
Yes. The $1,500 audit fee is fully credited toward your first month if we decide to work together. However, because I operate as an active practitioner rather than a full-time agency, I strictly limit my fractional partnerships to two companies at a time to guarantee high-leverage, focused impact.
How does the fractional partnership actually work? +
I don't sell hours; I sell architecture and outcomes. I operate as your async, high-leverage Experience Architect. I build the infrastructure roadmaps, orchestrate the connections between your four pillars (Community, Knowledge, Self-service, Intelligence), and guide your internal team on execution. We use a shared Slack channel for quick async unblocks and monthly strategic reviews to ensure the systems are compounding.
Are you a full-time consultant? +
No, and that is your biggest advantage. I currently lead digital CX strategy at an enterprise cybersecurity company. I am not an outside theorist relying on consulting playbooks from 2021; I am actively building, breaking, and fixing experience infrastructure at scale every single day. I bring that real-time, battle-tested expertise directly to my limited roster of fractional clients.
What specific platforms or tools do you work with? +
The tool matters far less than the system. Whether you use Zendesk, Salesforce, Discourse, Khoros, or custom LLM deployments, my job is to build the integration loops between them. I focus on how your self-service layer talks to your knowledge base, and how your community data feeds your AI models to create a smooth sidewalk for your customers.
Ready to start
You don't rise to your growth goals.
You fall to the level of your CX systems.
I work with teams that are ready to make the customer experience clearer, more connected, and easier to trust. If that's you, send me the problem and I'll review it asynchronously.