CX Strategy & AI Orchestration Firm

CX orchestration
drives revenue growth.

Optimize processes, design new experiences, and eliminate friction points that hinder financial performance.

DEX understands your business goals, builds and orchestrates AI agents across your customer data, operations, and technology with measurable ROI - using the award-winning methodology of operators who've scaled from unicorn to IPO.

Calculate your CX cost See how it works
30%
Operational complexity reduction
65%
Cost to serve reduction
94%
SLA compliance from go-live
$0
Cost of headcount
15
Days of readiness
Trusted by
The problem

Your CX is leaking
revenue. Right now.

The challenge isn't automating isolated tasks. It's orchestrating entire customer journeys across different teams - with coherence, context, and continuity.

Companies invest in AI tools and wonder why the ROI doesn't show up. They hire support staff to manage friction that should never have existed. They watch customers churn at touchpoints that could have been fixed in weeks.

CX is not a cost center. It's your most underleveraged revenue driver.

01

Growth without scalable CX

Support costs outpace revenue. The team breaks before the business does.

02

AI deployed, ROI missing

Chatbots live, teams don't adopt, customers still complain. The tool wasn't the problem.

03

Churn you can't explain

NPS dips, retention falls, but the friction point is invisible inside your data.

04

Senior leadership gap

You need a senior leader to connect strategy to operations but don't have the budget for a headcount. The role never opens. The problem grows.

Our approach

Three pillars.
One operating system.

01 / 03
Experience
Human touch + strategic orchestration

We design journeys where every touchpoint - human or AI - represents your brand with coherence. Agent Experience (AX) is the new frontier: your AI agents are also customers of your strategy.

02 / 03
Efficiency
CX connected to P&L + operational scale

We calculate the exact cost of your friction before we touch anything. Every engagement comes with projected ROI, and a monthly report that makes the investment self-justifying.

03 / 03
Technology
Best-in-class AI

We implement the AI your operations actually need - not what's trending. Powered by KHAL.ai's orchestration engine: the AI-native platform to create agents, integrate apps, and orchestrate data for the entire customer journey. Resolve. Sell. Retain.

Services

Strategy and execution.
Together.

Three ways to work with DEX - each designed to deliver measurable ROI, not methodology decks.

Entry · Project
CX Revenue Opportunities Assessment
Your fastest path to clarity
One-time project · 4–6 weeks

A diagnostic that connects your customer journey directly to your P&L. We map where experience breaks down, calculate what it's costing you, and deliver a blueprint with prioritized quick wins and projected ROI - board-ready.

AS-IS journey map with financial cost per touchpoint
AI use-case prioritization: recommended tools and automate vs. keep human
90-day roadmap with phased ROI by initiative
CFO-ready executive summary with payback projection
Growth · Retainer
DEX Partner - Strategic Operator
Senior leadership embedded in the team
Min. 6 months

A strategic operator doing hands-on work. DEX embedded as your CX partner, driving growth orchestration and continuous improvement month over month.

Weekly sessions + async support
Growth orchestration & continuous improvement
Monthly CX P&L report: what changed, what's next
AI agent monitoring and continuous optimization
Playbooks and process documentation that outlast the contract
Growth · Operational system
DEX OS - Strategic Operator + AI Tech Stack
Fractional Leadership + Tech Stack Implementation
Min. 6 months

Your Head of CX without the full-time cost. Strategic leadership, board-level communication, full AI implementation and orchestration architecture. DEX OS AI technology layer powered by KHAL.ai. One contract. Maximum impact.

CX strategic vision and OKRs aligned to business strategy
Board and investor representation
Full AI implementation and orchestration: CX + AX integrated across channels
Agent Builder
Captures your best people's knowledge and business rules. Build trusted, autonomous agents - not scripted bots.
App Builder
Visual dashboards, deterministic actions, and real-time analytics. One place to operate the entire customer journey.
Data Layer
Data agents handle ETL and orchestration so context stays accurate across every interaction.
Omnichannel
Voice and chat agents across every channel, in multiple languages. Same AI, same context, same quality.
Technical setup completed in 15 days or less.
The DEX method

Diagnosis to execution.
No gaps.

01
Diagnose

Map the AS-IS journey. Identify friction, calculate cost per touchpoint, and surface the AI use cases with the highest ROI potential.

02
Co-build

Design the TO-BE journey with your team. Define which moments stay human, which become autonomous agents, and how they connect without breaking context.

03
Implement

Deploy agents, integrate your stack, configure KHAL.ai orchestration. Setup in 15 days. Monitored from day one. No waiting for results.

04
Optimize

Monthly P&L review. Continuous improvement cycles. Metrics connected to business outcomes - not vanity dashboards.

Results

The numbers
that matter.

30%
Operational complexity reduction
65%
Cost to serve reduction
94%
SLA compliance from go-live
$0
Cost of headcount
15
Days of readiness
ROI Calculator

See your number
before you commit.

Enter your current CX operation metrics. We'll show you the estimated cost of your friction.

Your CX Revenue Opportunity
Monthly support cost-
Annual cost of churn-
Projected support cost reduction-
Projected churn reduction value-
Estimated annual opportunity
$0
About DEX

Built from the inside
of hypergrowth.

DEX is built by strategic operators - not consultants - with over 15 years of experience leading customer experience, service design, and AI implementation across high-growth startups and global tech companies.

"The companies that will stand out won't be the ones with the most AI. They'll be the ones that consider humans and agents as their customers - and build the orchestration layer to serve both."

Thaysa StarlingFounder & Principal, DEX · CX/AX Strategist · New York
Meet the founder

The experience
behind DEX.

Thaysa Starling
Thaysa Starling
Founder & Principal · DEX
LinkedIn →

Thaysa Starling is a CX and AI strategist with over 15 years building and scaling customer experience operations across high-growth environments - from early-stage startups to global tech companies operating in 14 countries.

Thaysa has delivered results in some of the world's most dynamic environments. She co-scaled CX at DiDi/99 across Latin America, Africa, and EMEA. Founded two startups. Holds Stanford extension credentials. Mentors at Columbia University.

She is a frequent speaker at global CX and Service Design events and covers CX and AI as a Correspondent for OFFBounds Intelligence. Based in New York, at the heart of innovation, Thaysa lives and breathes customer experience, AI, and business strategy transformation - bringing this perspective to every project to drive real, scalable impact.

Co-Scale CX Team
From 3 cities to 14 countries across LATAM, Africa & EMEA
6 Market Awards
Recognized globally in CX and innovation
Startup to IPO
Hands-on experience from startup to unicorn to IPO
Columbia University Startup Mentor
CX and business strategy
CX & AI Correspondent
Evangelist for tech companies
AI Orchestration Technologist
Implementation partner of the best stacks of the market
What they say

Results that
speak for themselves.

"

Thaysa's ability to integrate customer experience, operational strategy, and business performance is rare. I have worked with professionals in various markets, and very few demonstrate the strategic depth and executional clarity that she brings. Her approach is structural, data-driven, and scalable. She brings vision and discipline, and her influence is felt across teams, touchpoints, and regions. Her understanding of customer experience is deeply tied to organizational performance, brand positioning, and global business outcomes.

USA General Manager
Global CPG Company
"

Thaysa proactively created an initiative that decreased solution design time by 40%, increased solutions designed per month eightfold, and improved Product Committee approvals by 17%. Acting as Scrum Master, she successfully managed cross-functional sprints across eight business teams, co-creating 11 robust solutions that generated significant improvements in product development, business processes, campaigns, and platform policies. Her strengths in team management, strategic thinking, execution, resilience, and stakeholder management were evident.

Senior CX Ops Director
Global Tech Company
Ready to start

Before you hire.
Before you commit.
See the number.

Start with the CX Revenue Opportunities Assessment. 4-6 weeks — a clear ROI projection before any further investment. We show you the money, then we go get it.

Book your Assessment
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