Free 45-minute strategic session
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Co-Founder & CEO, MiXBS
International CX Practitioner
Customer Experience Advocate
Turning customer service into a competitive advantage. From operational chaos to a structured, outcome-driven CX system, built through audits, service design, and execution.
Nina Konyusheva
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Expertise & Track Record
Over the past 15 years, I have designed and transformed customer service operations for companies across global markets — from Europe to Russia, and across industries from e-commerce to logistics. My expertise bridges the gap between operational processes, customer experience, and business performance.
I build customer service as a managed system that delivers business transparency, performance growth, and a seamless customer experience
End-to-End Contact Center Launch
Launched 30+contact centers from scratch, scaling operations to 500 agents. Full lifecycle management: process design, hiring, training, KPI systems, and quality control.
Employee Development Systems
I design onboarding, training, and performance frameworks that accelerate time-to-productivity and ensure consistent service quality at scale.
Enterprise CX Governance Frameworks
Implemented organization-wide systems for experience quality control and standardisation.
Retention & Customer Loyalty
I help market-leading companies systematically strengthen customer experience to increase repeat purchases and long-term retention.
Strategic CX Consulting for Brands
Advised national and international brands on customer service transformation and the design of CX operating models.
Platform
Co-created BayCX, an IT platform for proactive CX management, customer signal processing, and cross-team collaboration, powered by AI analytics and workforce management (WFM).
My approach replaces reactive support with a thoughtful system, turning every customer interaction into an opportunity to secure loyalty and drive growth
I design customer service as a strategic asset
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Key Business Challenges I Solve
Transition to a Modern CX Framework
I guide companies beyond the "call center" mentality toward a mature, integrated CX system
Driving Growth Through Experience
I transform support teams into structured drivers of revenue growth and customer retention
Long-Term Strategic Partnership
I forge long-term collaborations,designing solutions built for scale and sustainable impact, not quick fixes
I build customer service as a managed system that delivers business transparency, performance growth, and a seamless customer experience
Root-Cause Analysis of Churn & Attrition
I identify hidden loss points that standard reporting misses
Designing a Scalable CX Operating Model
I architect CX models with clear logic, infrastructure, and measurable metrics
I am a customer service evangelist, driven to turn great service from an exception into the standard others follow
Values & Philosophy
What Drives My Work
Helping businesses find their authentic, human voice
Transforming KPIs from static numbers into tools for strategic decision-making
Deploying technology to enable empathy, not replace it
Guiding Principles
Customer service is a business asset, not a cost center
Customers stay for the relationship, not just the price
The contact center is a strategic function, not just an operational unit
A three-step diagnostic to identify leaks in customer loyalty, revenue, and trust
CX Audit Process
Customer Journey Immersion
I analyze the real customer journey — from first interaction to post-purchase, viewing your business through the customer's lens, not internal dashboards
Service Architecture Diagnostic
I diagnose systemic gaps between product, logistics, and support — pinpointing the exact moments where the experience fails and churn begins
Strategic Insights & Roadmap
I translate CX findings into business terms: financial impact, operational risks, and growth opportunities, delivering a clear, actionable transformation roadmap
This engagement is especially valuable when you are:
Scaling or entering new markets
Launching or restructuring a support center
Suspect that customers get “lost” in internal handoffs
Seek standardization without template solutions
Tired of firefighting instead of managing a system
Audit Deliverables
Customer Journey Mapping
Documenting the actual journey to highlight gaps between expectation and reality
Service Blueprint Analysis
Mapping internal mechanics —roles, automation, processes — to identify failure points
Interaction Logic Review
Uncovering missing steps and conflicting scenarios that create customer effort
Service Architecture Design
Creating a unified architecture where front-office and back-office operate as one system
Expected Business Outcomes:
Clarity on where and why your CX breaks down
Transparent ownership mapping across teams and partners
A working CX model that reduces Customer Effort and churn
Increased trust, repeat purchases, and customer lifetime value (LTV)
A service system that scales without chaos
The deliverable is not just a report, but a practical, actionable system ready for implementation and growth.
My services range from a focused CX diagnostic to a comprehensive service design engagement.
I help companies view service as an integrated system, not a series of isolated workflows — from the first touchpoint to the back-office operations that sustain the experience.
CX Audit & Service Design
CX Consultation Request
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I’ll contact you soon to talk through your challenges and identify the right next steps for your customer experience.
Case: Strategic 360° CX Audit
Fashion Retail & E-commerce | Region: MENA (UAE)
Challenge
A global fashion retailer with a strong brand,premium product, and advanced e-commerce platform faced a surge in negative customer feedback post-purchase
Solution — A 360° CX Diagnostic
I performed a strategic audit of the complete customer journey. The scope included:
Real-world customer scenario modeling (Mystery Shopping).
Integrated analysis of service, logistics, and support operations.
Competitive benchmarking.
Assessment of CX through the lens of financial and reputational risk.
My audit focused on deconstructing the service architecture, identifying critical process bottlenecks, and mapping accountability at every stage of customer interaction.
Findings & Impact
The diagnostic uncovered a critical gap: the company fully outsourced the last-mile and post-purchase experience to a logistics partner, retaining no internal ownership.
This systemic failure showed up in three ways:
Delivery issues were neither escalated nor resolved internally.
Customer support did not take ownership of logistics problems.
Business impact:
High customer effort: CES critically low (<5.7).
Primary pain point: 70% of negative feedback occurred post-purchase, at delivery.
LTV erosion: One service failure erased the annual profit of ~20 successful mid- to high-value orders.
The Value Delivered
My work translated subjective CX "feelings" into quantified business losses. I provided:
Clear, prioritized service transformation roadmap.
Precise understanding for the brand of where revenue, customers, and trust were eroding.
Strategic Goal
The engagement was designed to help the brand regain control over the end-to-end customer experience, reduce churn, and transform its service function from a cost center into a proven driver for LTV growth.
