PeoplePowered CX — Customer Experience Consulting for Service-Driven Brands

Founder

Jermaine
Anthony

Founder & Principal
PeoplePowered CX

10+ Years leading multi-unit operations across hospitality, healthcare, and financial services

50+ Managers coached one-on-one through high-pressure operational environments

1,600+ Frontline teammates led, trained, and developed at scale

40k Stadium-night guests served per event during peak operations

The Story

Built by an operator, not a theorist.

After a decade leading multi-unit operations — coaching managers, training teams, running stadium nights for tens of thousands of guests — the same pattern kept showing up everywhere.

Brands obsess over customer touchpoints — the menu, the lobby, the app — while the people delivering those touchpoints are running on empty. Untrained. Under-supported. Quietly burning out.

The result: an experience ceiling that no amount of marketing, design, or technology can lift.

PeoplePowered CX exists to fix that — from the inside out. We work with leadership teams to diagnose where the experience breaks down, build the systems and standards that close the gap, and coach the people who carry those standards into every customer interaction.

No retainer lock-ins. No 200-slide decks. No buzzword frameworks. Just the work — done by an operator who's lived on the floor you're trying to fix.

The Methodology

Diagnose. Build. Coach.

A three-phase framework that produces repeatable results across any service-driven industry. Click each phase to explore what happens, what gets built, and what changes.

You cannot fix what you have not honestly seen.

Diagnosis means an outside operator with no agenda observing what's actually happening at your customer touchpoints — not what your team reports, not what your dashboards show, but what the experience genuinely feels like in motion.

We observe customers in real time. We listen to frontline staff candidly. We map the operational reality behind every interaction — including the gaps no internal team can see, because they've stopped seeing them.

Diagnosis becomes the blueprint for what we build.

→ Services Delivered

✓ Discovery Audit — 2-hour on-site or remote engagement
✓ Full CX Audit — comprehensive diagnostic + report
✓ Operational Assessment — system-level analysis
✓ One-page snapshot — leadership-ready findings

Insight is not change. Build the system that makes good experience inevitable.

Once we see where the experience breaks down, we build the conditions that make excellence sustainable. That means designing service standards your team can actually execute, defining the culture conditions that produce experience, and translating findings into operational playbooks the floor can use.

A working playbook is the difference between a great audit and a great consultancy. We deliver both.

The playbook becomes the standard we coach to.

→ Services Delivered

✓ Experience Playbook — your team's service operating system
✓ Culture Design & Rollout — leadership alignment
✓ Service Standards — measurable, teachable behaviors
✓ Operational integration — into hiring, training, ops cadence

The playbook only matters if the people can execute it.

So we teach the people. We deliver training in your actual environment with your real team. We coach managers and supervisors one-on-one. We build CX capability into your leadership bench — so the standard holds even when leadership turns its head.

Practiced skill on the floor + leaders who can develop their teams = a consultancy engagement that compounds long after we leave.

The brand skill on the floor + leaders who can develop their teams.

→ Services Delivered

✓ On-Site Training — delivered in your environment
✓ Leadership Coaching — 1-on-1 manager development
✓ Manager Development — sustained capability build
✓ Standing coaching cadence — to hold the line

Service Tiers

Four tiers. One commitment.

Built for businesses of all kinds at every stage — from a founder ready for a sharp outside perspective, to a growing organization that needs an operating executive in its corner.

Starter

Get serious about CX.

Full CX Audit
Leadership coaching session
Written action plan
One on-site training session

Explore Starter →

Best for single-site operators

An operator in your corner. On your terms.

Most growing businesses reach a point where they need senior operating leadership — but not a full-time executive salary. The PPCX Fractional COO service embeds an experienced operator into your business to build the systems, accountability, and CX infrastructure that scales with you.

What you get

Embedded ops leadership without the full-time cost
P&L oversight and financial accountability
CX-first performance and governance systems
Team accountability frameworks that outlast the engagement
Monthly executive reporting and strategic advisory

Built for businesses that are

Scaling fast and outgrowing current systems
Founders who need to get out of operations and back to growth
Teams that lack internal operational leadership
Organizations preparing for a raise, acquisition, or expansion
Any business where the founder is still the bottleneck

Why PPCX

A decade leading 1,600+ person operations at McDonald’s Corporation — owning P&L, designing governance systems, building leadership pipelines, and delivering results under real pressure. This isn’t strategy consulting. It’s operating experience, applied to your business.

Book a Fractional COO Call →

The Easy First Yes

Start with a Discovery Audit.

The lowest-friction way to experience PPCX before any larger commitment. Two hours, a one-page snapshot, two specific actions you can take this week — whether we work together after or not.

Honest CX, in two hours.

On-site or fully remote — whichever fits your operation.

✓

A focused 2-hour engagement On-site at your location, or delivered remotely via live video walkthrough.

✓

A direct read on your experience Customer touchpoints, team listening, and operational observation.

✓

A one-page snapshot What's working, what's broken, and where the root cause sits — leadership-ready.

✓

Two specific actions Executable steps for the week ahead, whether we work together or not.

Book Your Audit →

The Process

Book

15-min call to confirm logistics

Audit

2-hour engagement, on-site or remote

Receive

1-page report within 48 hours

The Remote Format

Live video walkthrough of your operation, brief interviews with 2–3 team members, and review of customer feedback + training materials. Same outcome, same 1-page snapshot, same 48-hour turnaround.

Customer experience
starts with the people
who deliver it.

The customer experience
will never exceed
the employee experience.

Built by an operator, not a theorist.

Diagnose. Build. Coach.

You cannot fix what you have not honestly seen.

Insight is not change. Build the system that makes good experience inevitable.

The playbook only matters if the people can execute it.

Four tiers. One commitment.

An operator in your corner. On your terms.

A decade on the floor before a single slide.

Wherever people serve.

Start with a Discovery Audit.

Founding clients,
now welcome.

Customer experience starts with the peoplewho deliver it.

The customer experience will never exceed the employee experience.

Built by an operator, not a theorist.

Diagnose. Build. Coach.

You cannot fix what you have not honestly seen.

Insight is not change. Build the system that makes good experience inevitable.

The playbook only matters if the people can execute it.

Four tiers. One commitment.

An operator in your corner. On your terms.

A decade on the floor before a single slide.

Wherever people serve.

Start with a Discovery Audit.

Founding clients,now welcome.

Customer experience
starts with the people
who deliver it.

The customer experience
will never exceed
the employee experience.

Founding clients,
now welcome.