Customer contact stalled?
I bring the strategy
your organization needs.
Scale-ups and international companies bring me in when customer contact stalls and no one knows where to start anymore. I quickly see what’s going on and see it through until it’s solid.
“She sees the big picture and knows how to translate that into the details of day-to-day operations.”
Wout Hut
COO @ Budget Thuis
Trusted by
The challenge
Customer contact is not a cost center.
But that's how almost everyone treats it.
As long as customer contact is seen as the organization’s dumping ground, its potential stays untapped. Complaints pile up, the team gets stuck, and no one knows exactly where to start.
Companies that approach customer contact strategically, with the right people, structure, and approach, come out ahead. That’s what I help you with: not scattered advice, but a strategy that fits who your organization truly is.
How I work
Two ways to work together
01
Customer Contact Strategy
The right strategy for your customer contact
You know something needs to change, but you can’t quite put your finger on it. I bring a fresh perspective, analyze what’s really going on, and say what others don’t dare to. The result is a clear customer contact strategy that fits who you are, matches what your people can handle, and holds up after I leave.
- Diagnosis of the current situation: structure, people, and approach
- A clear picture of where things get stuck and why
- A concrete, tailored customer contact strategy
- Recommendations your team can apply right away
Suited for
Organizations looking for the right direction. You execute the strategy internally, I provide the plan and the insight.
02
Strategic oversight
I safeguard the strategy while you build
The strategy is in place, but execution is complex. Priorities shift, teams get stuck, and the original direction slips out of view. I step in as the project manager who safeguards the strategic line and guides the rollout. I stand alongside you, with oversight, expertise, and the independence to say what I see. Even when that’s difficult.
- Project management of the strategic rollout
- Safeguarding the strategic objectives
- Coaching team leads and internal drivers
- An independent sounding board for leadership throughout the process
Suited for
Organizations who want to see the strategy actually executed and need someone to hold the line and push through when things get tough.
Who is Cynthia?
Cynthia Mak
Customer contact strategist & sparring partner for leadership and management
No agency, no bureaucracy. No commercial interests from suppliers. No army of colleagues. Just you, me, and the challenge ahead of us.
I’m Cynthia Mak: half-Croatian, conversant in six languages, and at home in the customer contact operations of major national and international companies for more than 20 years. Trained in Applied Neuroscience and Educational Sciences, because understanding why people do what they do is the foundation of every good strategy.
With more than 20 years of experience in customer contact, I know exactly where things get stuck and how to solve it structurally. I’ve worked across a wide range of sectors: from healthcare to retail, from government to professional services.
I’m not a consultant who drops off a report and leaves. I stand alongside you, say what I see, even when that’s difficult, and make sure the organization can stand on its own once I’m gone.
Lean Black Belt
Certified change expert
Years of customer contact experience
Retail, healthcare, government, and B2B services
Independent
No agency, no team, one strategist fully focused on your challenge
Testimonials
What others say
Let's connect
Ready to make customer contact work for your organization?
Book a no-obligation introductory call. No cost, no commitment — just an honest conversation about what’s going on and what’s needed.
- Strategic advice without the sales pitch
- A clear picture after the first conversation
- Results backed by numbers