Caulfield ConsultingAI Customer Experience Consulting
Practical AI roadmaps for service operations: agent assist, self-service and containment, Tier-1 automation, knowledge optimization, and vendor evaluation from the buyer's side of the table.
Caulfield Consulting
AI-enabled CX and contact center transformation, led by an operator who has run the operation.
I am Angel Aleman, Principal Consultant at Caulfield Consulting. For 25+ years I have led customer operations at scale: 15,000+ agents across in-house teams and 8 BPO partners, $250M+ operating budgets, and $34M+ in documented savings. Caulfield Consulting brings that operating experience to companies that need their contact center to cost less, serve better, and adopt AI without breaking the customer experience.
25+ yearsleading customer operations and contact centers
15,000+ agentsled (200 in-house plus 14,800+ across 8 BPO partners)
$250M+operating budgets managed
$34M+in documented savings ($10M AI automation, $16M vendor, $8M labor)
96%of Tier-1 contacts automated
$36Min revenue impact
Services overview
Contact Center Transformation
Workforce optimization, process redesign, platform strategy, KPI governance, and cost-to-serve discipline, led by someone who has owned those numbers, not just recommended them.
BPO Governance
Vendor selection and RFPs, scorecards, pricing models, and the offshore and nearshore operating rhythm that keeps partner performance honest across a global service network.
Proof
A national wireless carrier. Ran customer operations supporting service level improvement from 87 to 98, with handle time down 20% and new-hire onboarding cut from 2 weeks to 5 days across a multi-site, multi-partner operation.
A Fortune 100 telecom. Led vendor and automation programs that delivered the core of $34M+ in documented savings: $10M from AI automation, $16M from vendor restructuring, and $8M from labor optimization, while automating 96% of Tier-1 contacts.
A real estate SaaS platform. Led service delivery and product support for a complex B2B SaaS platform, raising CSAT from 85 to 92. A separate voice-of-customer program under his leadership moved CSAT from 86 to 94 and NPS from 37 to 42.
Approach
1. Assess
Evaluate customer journeys, service workflows, contact drivers, technology stack, partner footprint, and operating economics. You get a clear picture of what is driving cost and where customers are getting stuck.
2. Design
Build the future-state model across AI, channel mix, org design, governance, and financial impact, with priorities an executive team can actually approve and fund.
3. Execute
Move from strategy to implementation with measurable milestones tied to service quality, efficiency, and growth. No shelfware plans: every recommendation carries an owner, a metric, and a date.
Most engagements start one of two ways. Book a discovery call to talk through your operation, or start with the Contact Center and AI Readiness Audit, a fixed-fee assessment that shows you exactly where the savings and the AI opportunities are before you commit to a larger engagement.