What CH Consulting Group does

CH Consulting Group (CHCG) is a privately held B2B management consulting firm founded in 2011 and headquartered in International Falls, Minnesota, that specializes in contact center optimization, customer experience (CX) transformation, and AI-readiness services for enterprise and mid-market buyers across 12 countries. The firm operates as a vendor-agnostic consultancy built on the operator experience of veteran practitioners who have previously served as contact center owners/operators, internal contact center executives, and BPO solution providers. It does not publish revenue and has not raised external funding, operating as CH Consulting Group LLC, an independent Minnesota-incorporated entity under founder and CEO Christa Heibel.

The firm's core offerings are organized around four service pillars: AI Readiness Assessment, Contact Center Technology (analytics, optimization, automation, speech analytics), Contact Center Operations (workforce management, training, leadership, recruitment), and Customer Experience (CX strategy, best practices, quality assurance, technology selection). Its proprietary IP includes the AI Readiness Assessment, CX & AI Readiness Scorecard, 360° View Assessment Guide, the Healthcare Contact Center & AI Playbook, and the Science of the Contact Center framework. CHCG does not build or own AI models; instead it integrates third-party AI capabilities — generative AI, speech analytics, NLP, process automation, predictive analytics, knowledge retrieval, and anomaly detection — into client contact center environments through its consulting engagements.

Revenue is generated through project-based professional services priced on a quote basis and delivered under multi-year contracts. The go-to-market is sales-led direct enterprise engagement, augmented by a 156+ partner referral network (including a dedicated BPO Registry and Referral Program), industry events, CEO roundtables, speaking engagements, and a content-driven thought leadership engine consisting of blogs, white papers, case studies, and the Knowledge Center resource hub. CHCG does not offer a standalone software product or SaaS platform; all delivery is professional services. Named customer cases span healthcare (a large pediatric health system), digital services (a high-growth digital services company), and home security and automation, with cited outcomes including a 35% CSAT improvement, $15.5M in WFM savings over three years, $3.5M in incremental annual revenue, 30% agent productivity gains, and 14% reduction in abandoned calls. Recent recognition includes 2026 Gold and Silver Stevie Awards for technology in customer service and customer service innovation, respectively.

Name

CH Consulting Group

Legal name

CH Consulting Group LLC

Website

https://chconsultinggroup.com

Company type

Private

Founded year

2011

Operating status

Operating

Headcount range

11–50 employees

Short description

CH Consulting Group is a privately held, vendor-agnostic B2B management consulting firm founded in 2011 that advises enterprise and mid-market clients on contact center optimization, customer experience transformation, and AI-readiness across 12 countries.

Ownership category

akta.pro rank

Product category

Management Consulting

NAICS

Other Management Consulting Services (541618), Administrative Management and General Management Consulting Services (541611), Management, Scientific, and Technical Consulting Services (5416)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Customer, Marketing & Sales Consulting (BPAHACAG), Strategy & Corporate Development Consulting (BPAHACAA)

Keywords

• Contact center consulting
• Customer experience advisory
• AI readiness assessment
• Workforce management consulting
• CX transformation services

Headquarters

HQ city

International Falls

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Marketing or Sales, Operations, Technology or R&D

Revenue model

1. Consulting Services: CH Consulting Group generates revenue through professional consulting engagements focused on contact center strategy, AI implementation, customer experience transformation, workforce management, and operational optimization. Services are delivered directly to B2B clients through structured consulting projects, assessments, and ongoing advisory relationships. Revenue is project-based and recurring engagement-driven.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels8 records

Core offering

CH Consulting Group is a B2B management consulting firm that delivers professional services focused on contact center optimization, customer experience (CX) transformation, and AI readiness for mid-market and enterprise clients. Engagements span diagnostic assessments, technology advisory, workforce management, automation strategy, speech analytics, quality assurance, and ongoing transformation advisory, delivered through project-based and recurring consulting relationships across 12 countries.

Product overview

CH Consulting Group is a B2B consulting services firm (not a software product company) offering a comprehensive portfolio of professional services organized around contact center optimization and customer experience transformation. The core service ecosystem includes AI Readiness Assessment (a diagnostic offering to evaluate organizational preparedness for AI adoption), Contact Center Technology Services (encompassing Analytics, Optimization, Automation, and Speech Analytics), Contact Center Operations (including Workforce Management, Training, Leadership, and Recruitment), Customer Experience services (covering CX Strategy, Best Practices, Quality Assurance, and Technology), and Contact Center Assessments (Performance Management, Process Improvement, KPIs, and Compliance). The company also provides Speaking Engagements and maintains a Knowledge Center resource hub. These offerings are delivered holistically, enriched by AI consulting and transformation services, with a focus on measurable business outcomes across finance, healthcare, retail, automotive, and other verticals. The company does not offer a standalone software product or SaaS platform.

Differentiator

Problem solved

Functional benefit

Products and services

• AI Readiness Assessment A structured diagnostic consulting engagement that evaluates an organization's CX, patient experience, data, and operational readiness for AI adoption, helping leaders identify optimization priorities and avoid wasted technology investments.
• Contact Center Analytics Analytics consulting services that process call data, agent performance metrics, and customer interaction patterns to produce actionable insights for operational improvement and decision-making for enterprise contact center operators.
• Contact Center Optimization Consulting engagement focused on streamlining contact center operations, improving efficiency, and enhancing customer satisfaction through process refinement and technology alignment for enterprise contact center organizations.
• Contact Center Automation AI-driven automation consulting that helps organizations design and implement routing, workflow, and routine-task automation to reduce manual workloads and improve operational efficiency in contact centers.
• Contact Center Speech Analytics Advisory and program design for AI-powered speech and text analytics, helping clients analyze call recordings for patterns, sentiment, and compliance to support workforce optimization and CX transformation.
• Contact Center Workforce Management Strategic workforce management consulting that aligns staffing models and scheduling with business demand to optimize labor cost efficiency and operational performance for contact center operators.
• Contact Center Training Comprehensive training program design and delivery to develop agent skills, improve customer interactions, and build operational capabilities for contact center teams.
• Contact Center Leadership Leadership development consulting that builds management capabilities, coaching skills, and strategic execution for contact center executives and frontline managers.
• Contact Center Recruitment Specialized recruitment services that help organizations attract, hire, and develop contact center team members and leaders with the right skills and cultural fit.
• CX Strategy Strategic CX consulting that covers process evaluation and improvement, employee training, AI technology integration, and fostering a customer-centric organizational culture for enterprise clients.
• Customer Experience Best Practices Advisory engagements sharing industry-leading best practices for elevating customer experiences across touchpoints and interaction channels, targeted at CX and contact center leaders.
• Contact Center Quality Assurance Quality assurance consulting that establishes consistent service standards, monitors compliance, and drives continuous improvement in customer interactions for contact center operators.
• Customer Experience Technology Technology consulting that helps organizations select, implement, and optimize CX technology solutions including omnichannel platforms and AI tools, delivered through a vendor-agnostic advisory model.
• Contact Center Performance Management

Quantifiable outcome

• $900M+ in cumulative customer savings
• +7 more outcomes

Named customers3 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability11 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core and minor.

• Cloud Tech GuruscoreStrategic or Co-development PartnerCloud Tech Gurus, led by CEO Fred Stacey, is a technology service distributor that partners with over 150 technology providers and 60+ industry experts. CHCG collaborates with Cloud Tech Gurus on AI readiness assessments and contact center technology implementations, combining consulting expertise with technology distribution to deliver integrated solutions to clients. The partnership is built on shared expertise in AI, automation, and contact center optimization.
• VertexC3coreStrategic or Co-development PartnerVertexC3, represented by Eben Hall, is a strategic partner in the AI Readiness Assessment offering. The partnership brings together multi-faceted expertise covering operations, IT, systems, and business goals to deliver comprehensive AI readiness evaluations that are vendor-agnostic and focused on client outcomes.
• Corporate Advisory SolutionsminorStrategic or Co-development PartnerCorporate Advisory Solutions, led by Michael Lamm, collaborates with CHCG on CEO roundtable discussions and thought leadership covering private equity, CX industry trends, and AI strategy. The relationship is primarily content and thought leadership co-creation.
• Avantive SolutionsminorStrategic or Co-development PartnerAvantive Solutions is referenced as a partner in a healthcare case study context involving medication adherence programs. CHCG has collaborated with Avantive Solutions on member engagement strategies combining outbound dialing technology, data analytics, and healthcare contact center best practices.

Scale indicators10 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Slalom: Mid-sized technology and management consultancy with strong CX, AI, and contact center transformation practices; most directly comparable to CHCG in scale, delivery model, and buyer profile.
• West Monroe: Mid-sized management and technology consulting firm that blends operational consulting with industry-specific practices; closest in scale and service mix to CHCG and competes for similar mid-market and enterprise transformation work.
• Alexander Group: B2B consulting firm focused on sales, customer experience, and revenue operations — directly comparable in offering mix (CX strategy, performance management) and target buyer (CX and sales leaders).

Broad incumbents

• Accenture: Global professional services firm with a large Customer Experience and AI transformation practice serving enterprise buyers — directly competes with CHCG for large CX/AI-readiness mandates, but at vastly greater scale.
• Deloitte Digital: Deloitte's digital and customer strategy practice offers CX transformation and AI advisory to enterprises, overlapping with CHCG's AI readiness and customer experience offerings.
• McKinsey & Company (QuantumBlack / Customer Practice): Top-tier strategy consulting firm with dedicated customer experience and AI capabilities — competes for the same enterprise transformation budgets, with much larger delivery capacity and brand.
• TTEC Holdings: Large CX solutions and BPO provider with advisory and digital transformation services — overlaps with CHCG's contact center optimization and CX strategy work, particularly in healthcare and technology verticals.
• Concentrix: Global customer experience services and technology company; its CX strategy and transformation services compete with CHCG for enterprise contact center modernization budgets.
• Bain & Company: Global strategy consultancy with an active Customer Strategy & Marketing practice, frequently advising enterprises on CX, AI, and operations transformations — competes for the same senior CX buyer.

Emerging players

• Genesys: Contact center platform vendor with growing professional services and CX consulting arms; competes indirectly with CHCG when buyers want bundled technology + advisory for AI-driven contact center transformation.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/thechcg1

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CH Consulting Group