UK businesses are set to benefit from a more advanced and execution-focused approach to customer experience following the launch of a new partnership between Sutton Coldfield-based Capstone Strategic Integration and boostCX, a leading Canada-based customer experience technology provider supporting organisations across North America.
The collaboration brings a proven model into the UK market, combining Capstone’s expertise in operationalising customer experience with boostCX’s established platform capability, enabling organisations to move beyond traditional feedback programmes and embed real-time, actionable insight into day-to-day operations.
Shaun Cremins, founder of Sutton Coldfield-based Capstone Strategic Integration and vice-president of Royal Sutton Coldfield Chamber of Commerce, said that while many UK organisations continue to invest heavily in customer listening, the challenge of translating insight into meaningful change remains widespread, creating what is increasingly recognised as a critical “action gap” in customer experience delivery.
He added: “Too many organisations are still collecting feedback without fundamentally changing outcomes. The issue isn’t a lack of data, it’s a lack of structured, accountable action at the point where customer experience is actually delivered.”
boostCX, headquartered in Canada, works with organisations across sectors including automotive, financial services, and healthcare throughout North America, supporting complex, multi-site operations in capturing, analysing, and acting on customer insight at scale.
“We’re seeing a growing demand globally for organisations to move beyond passive feedback and take meaningful, real-time action on customer insight,” said Keith Murray, CEO of boostCX.
“Our partnership with Capstone Strategic Integration represents an important step in bringing a proven, action-led approach to the UK market. Shaun’s focus on operational execution makes him a strong partner to lead this in a way that delivers real impact for UK organisations.”
The approach is expected to resonate strongly in sectors such as automotive, financial services, legal, and healthcare, where customer experience is closely linked to operational performance, reputation, and regulatory scrutiny.
“Technology should enable action, not just reporting,” Shaun added. “This partnership is about ensuring that insight is not only visible, but usable, by the people who can actually make a difference to the customer.”
