Intelligent CX Consulting
AI customer experience, designed for people.
ICX helps enterprise service teams design, test, and improve AI chat and voice agents. Clear answers for customers. Fewer escalations for your team.
Strategy · Conversation design · EvaluationAll three results come from Christi’s enterprise work before she founded ICX.
See the difference
Polite isn’t always useful.
Good AI understands the moment and makes the next step easy. Here is one pattern we fix.
“I need to cancel. I lost my job.”
“We are sorry to see you go! Visit Settings, select Plan, then choose Cancel.”
The cheerful tone does not fit the moment, and the reply offers no options.“I’m sorry you’re dealing with that. I can cancel the plan now. You can also pause it for three months at no cost. Which would help more?”
Right tone, real options, easy next step.How we help
Solve the right problem.
You get decisions and working materials, not a stack of slides.
Fix the conversation
Map what customers ask, write clear replies, and design a safe handoff to a person when AI should stop.
↗02Make AI more reliable
Write the instructions behind your AI and test them against real customer questions before launch.
↗03Choose what to build
Find the work AI can improve, set a clear plan, and tie each release to a result you can measure.
↗Selected work
Know when AI should stop.
A global technology company needed one support experience across eight markets. Christi redesigned what the bot could answer, how it handled risk, and the path to a human agent.
See the full workMeet your partner
AI expertise. Human judgment.
Christi Akinwumi founded ICX after designing customer-facing AI used by more than 20 million people. She works across strategy, writing, and technical design, so decisions do not get lost between teams.
More about Christi
Dallas–Fort WorthWorking worldwide
Make the next step clear.
Have a customer experience to fix?
Tell us what is not working. We will help you choose a clear next step.