CX Program Leadership

Service
OVERVIEW

Real transformation doesn’t happen through isolated projects — it happens through disciplined leadership. The CX Program Leadership work stream is the command center that unites every phase of your contact center transformation.

We go beyond traditional project management. Our consulting-level program leadership ensures alignment, accountability, and measurable results across every work stream. With deep operational expertise and transparent program governance, we turn complex transformations into seamless execution that delivers measurable business impact.

What it includes:

The CX Program Leadership work stream provides strategic oversight and structure across your entire transformation journey:

  • Strategic Program Governance – establishing decision frameworks, escalation paths, and operating cadences to keep teams aligned and moving forward.

  • Integrated Program Planning – uniting all work streams under one roadmap with milestones, interdependencies, and defined success measures.

  • Stakeholder Engagement & Communication – aligning executives, leadership, and front-line teams with clear messaging and progress visibility.

  • Performance Tracking & Reporting – leveraging Wrike dashboards for real-time tracking of deliverables, risks, and measurable outcomes.

  • Change Integration & Readiness – coordinating process, technology, and people transitions to ensure smooth adoption.

  • Executive Steering & Insights – delivering data-backed updates that link project progress directly to organizational goals and ROI.

What Makes Us Different:

Consulting-Level Program Management – we combine structured project discipline with the strategic lens of management consulting.

  • Operational Credibility – our leaders have built and run contact centers, so we anticipate challenges before they happen.

  • Full Transparency – clients gain real-time visibility into timelines, milestones, and performance metrics via Wrike.

  • Outcome Accountability – every milestone and decision is tied to measurable business results, not just activity.

  • Guaranteed Delivery – if our program fails to achieve agreed-upon results after full implementation, we will restart the work for free.

The Outcome:

By the end of the CX Program Leadership work stream, you’ll have:

  • A Unified Transformation Roadmap – every work stream aligned under one structured, results-driven plan.

  • On-Time, On-Budget Execution – disciplined delivery that drives measurable ROI.

  • Engaged Stakeholders – leadership, staff, and partners aligned around shared goals and outcomes.

  • Sustained Accountability – clearly defined ownership, governance, and success tracking.

  • Quantified Impact – visibility into cost savings, performance gains, and experience improvements across the entire transformation.

Tools & Partners

Contact Us!

info@ltmaconsulting.com
(305) 647-9004

10449 W 32nd Ln,
Miami, FL 33018