Last week, I had the opportunity to attend the ESG Summit 2025, organized with the support of Mastercard, E.ON, and...
Read More
Who we are
CX Factory is a passionate initiative that supports individuals and organizations open to development to confidently respond to the challenges of change in the world.
Drawing on more than two decades of experience across industries and large international corporations, I work with my partners to strengthen their capabilities in customer management, operational efficiency, digital transformation, strategy creation and execution, and customer-centric product and service development.
The name is not accidental.
We deliver the final product.
There's something in manufacturing that's often missing from the consulting world: the tangible end product. Something you hold in your hands at the end of the process and immediately feel its value. We bring the same to customer experience development.
We do not deliver strategy documents, but real results.
Value is the most important thing in manufacturing. We translate this into the development of the customer experience.
01 / OPTIMIZATION
Fewer customer complaints
More efficient processes.
02 / LOYALTY
Higher satisfaction
A measurable happiness factor.
03 / RETENTION
More returning customers
Loyalty measured in forints.
04 / REVENUE
Higher income
The ultimate goal of the factory.
It is not the strongest or most intelligent species that survives, but the one most able to adapt to change.
Our goal is to support all companies, regardless of size or industry, that are open to developing and improving customer-centric and digital operations - thereby promoting sustainable business growth and financial success.
Why are we doing all this…
The goal of customer experience-based operations should never be an end in itself. Like all investments, customer-centric developments must support the business strategy and deliver tangible financial results.
1
Revenue growth
Satisfied customers buy more from a given company and are more open to purchasing extra products and services offered by the company.
2
Increase in customer recommendations
Satisfied customers bring good news to our company and thus create new potential customers for the company.
3
Reducing emigration
A truly satisfied customer is very unlikely to go to another company just because they get a lower price.
4
Cost savings
Companies can operate faster and cheaper in processes designed and built with a customer focus.
Service products
How can we help…
We don't believe in a one-size-fits-all approach. Recognizing the complexity of modern organizations, we develop a unique methodology that combines customer experience, continuous improvement, and digital innovation - ensuring real and sustainable results.
When is it worth working with us?
Customer loss
"My customers switch to the competition because of even a minimal price difference"
Efficient operation
“as many colleagues, as many types of quality services”
“all my colleagues are fully loaded and we have no time for development”
Customer complaint handling
“I get customer feedback, but I don’t really know what to do with it”
“It takes a lot of time and money to handle customer inquiries”
“There are a lot of confused customers and everything needs to be explained to them”
Growth is limited
“I spend a lot of money acquiring new customers”
“Many customers only buy once and I don’t see them again”
“I have a hard time competing on price with the competition”
Corporate Services
We don’t believe in a one-size-fits-all approach. Recognizing the complexity of modern organizations, we develop a unique methodology that combines customer experience, continuous improvement, and digital innovation - ensuring real and sustainable results.
Our enterprise projects are always tailored to the needs of the given organization. No two transformation projects are the same - that’s why we don’t have a fixed price list. Tell us about your challenge, and we’ll prepare a quote.
CX diagnostics
In-depth analysis across every touchpoint of the customer experience.
Training and education
Practice-oriented knowledge transfer for the development of your team.
Business process development
Efficiency optimization with modern business methodologies.
CX coaching
Personalized mentoring for leadership change.
Product and service development
Innovation and service design based on customer needs.
Digital transformation
Integrating future technologies into business processes.
How Can We Help?
Service packages for small business
Start
Tudatosság és alapozás
Alap csomag, amely segít megérteni, hogyan hat az ügyfélélmény a működésre és a bevételre.
- Ügyfél Audit (5 dimenzió alapján)
- 1 órás konzultáció az eredményekről
- Alap tréning
Grow
Rendszerszintű fejlesztés
Fejlesztési csomag, amely már kézzel fogható változást hoz az ügyfélélmény és a működés szintjén.
- Ügyfél Audit (5 dimenzió alapján)
- 1 órás konzultáció az eredményekről
- Alap tréning
- Ügyfélút feltérképezés és fájdalompontok
Scale
Ügyfél-vezérelt fejlesztés
Komplex tanácsadási csomag haladó cégeknek, ahol a CX nemcsak egy projekt, hanem versenyelőny.
- Ügyfél Audit (5 dimenzió alapján)
- 1 órás konzultáció az eredményekről
- Alap tréning
- Ügyfélút feltérképezés és fájdalompontok
- KPI csomag
HOW WE WORK
CX Factory believes in long-term partnerships based on open and honest two-way communication.
We don’t just talk about it – we do it!
Transparent
We work together openly, without a “black box”, ensuring that the results and conclusions are objective and completely transparent to everyone.
Results-oriented
We work to deliver outstanding and truly actionable results – ones that have a real impact on what really matters to our target audience.
Collaborative
Working in a diverse team not only elevates the team and the finished product, but also makes working together more enjoyable.
What is customer experience, and why does every successful business care about it?
Think about it: the last time you ordered something online or walked into a store, what made the experience memorable...
Read More
What You Don’t See in Customer Experience Can Hurt You – The Hidden Risk of Survivorship Bias
Imagine you’re analyzing airplanes to figure out where to reinforce the armor. The planes that return from battle show damage...
Read More
Balázs Szabó (CCXP) - Customer Experience Strategy Consultant
Balázs is a customer experience specialist with over 15 years of experience. As a consultant at CXFactory and in several corporate and consulting roles, he has proven his ability to elevate customer-centric thinking to a strategic level and translate it into tangible business results. In his work, he combines the tools of service design, agile operations, lean approaches and data-driven decision-making. He is passionate about helping organizations truly understand their customers and create new value by following the “insight to action” principle.
GE| E.ON| Yettel | CX-Impact | MBH | Raiffeisen | EGIS
Gábor Gellert - Service Design and Customer Experience Expert
Gábor Gellért is an expert with more than 10 years of international experience in the fields of service design, customer experience and product development. As a service design expert, he led agile product and process development projects and supported organizational actors with training and coaching. He is also an experienced CX transformation consultant who has taken on a key role in developing customer experience strategies, implementing culture change programs and setting up customer-centric measurements. His area of expertise is plain communication. His work is characterized by a combination of agile operations, service design, lean approaches and data-driven decision-making.
E.ON | WebEye | MVM | Raiffeisen| Yettel
Get in Touch
Do you have a project in mind and would like a consultant? Don't hesitate to contact us. Let's talk about it. Together we can quickly realize your project.
