Our Story
Meridian CX was founded in 2019 with a simple insight: the customers most likely to leave a brand are often the ones most worth fighting for. A service failure — a cancelled flight, a botched reservation, a lost package — doesn't have to be the end of a relationship. Handled well, it can be the beginning of a stronger one.
We started by working with two regional airlines to pilot a data-driven recovery program that identified high-churn-risk customers and proactively reached out with personalized resolutions. The results outperformed traditional reactive customer service by a factor of three. Since then, we've expanded to serve 38 enterprise partners across travel, hospitality, rental car, and e-commerce.
Today, our team of 45 customer experience strategists, data analysts, and recovery specialists manages over 14 million customer interactions annually from our offices in Chicago and Denver.
Our Approach
Most companies wait for customers to complain. We don't. Our approach is built on proactive identification — using operational and transactional data to find customers who were impacted by service failures before they reach out (or, more often, before they quietly leave).
Every recovery interaction is personalized. We reference the specific failure, acknowledge its impact, and offer a resolution that's proportional and meaningful. No templated apologies. No generic voucher codes. Real accountability, at scale.
Our Values
Accountability First
Customers don't want excuses. They want brands that own their mistakes. Every program we design starts from a place of genuine acknowledgment.
Data With Empathy
Data tells us who to reach. Empathy tells us how. We combine behavioral analytics with human judgment to ensure every interaction feels personal, not algorithmic.
Speed Matters
The faster a brand responds to a failure, the more likely recovery succeeds. We deploy outreach within days, not weeks.
Transparency Always
We tell customers exactly who we are, why we're reaching out, and what we can offer. Trust can't be rebuilt with fine print.
Meridian CX is a privately held company headquartered in Chicago, IL. For press inquiries, partnership opportunities, or general questions, please visit our contact page.