Built by Operators
Real-world experience. Practical solutions. Measurable results.
At Solid Ground CX, we help growing e-commerce brands build stronger operational foundations that create exceptional customer experiences and sustainable growth.
Too often, customer experience is treated as a support function when it is actually a reflection of how well a business operates. Customer complaints, cancellations, returns, and retention challenges are rarely standalone CX issues. They are often symptoms of disconnected systems, inefficient processes, and operational blind spots.
We help brands identify and solve those root causes.
Founded by husband-and-wife team Hannah and Phil Adams, Solid Ground CX combines expertise in customer experience, operations, process improvement, technology, and business transformation. We partner with founders and leadership teams to strengthen customer journeys, improve operational efficiency, increase retention, and build scalable systems that support long-term growth.
Our services include:
• Fractional Head of CX Leadership
• Customer Experience Strategy
• Customer Support Operations
• Operational Process Improvement
• Voice of Customer Programs
• Customer Journey Mapping
• Returns and Refund Optimization
• AI and Automation Consulting
• CX Technology and Systems Optimization
• KPI Development and Reporting
• E-Commerce Growth Advisory
We do not believe in generic playbooks or one-size-fits-all solutions. Every business is different. Our approach starts with understanding your goals, identifying root causes, and implementing practical solutions that drive measurable results.
Because sustainable growth starts with a strong foundation.
Build on a Stronger Foundation.
Meet the Founders
Hannah Adams
Co-Founder & Principal Consultant
Hannah Adams is a customer experience and operations leader with nearly two decades of experience helping organizations improve customer satisfaction, operational performance, and business outcomes.
Throughout her career, Hannah has led customer experience transformations for both emerging brands and established organizations, specializing in customer support strategy, operational optimization, retention, process improvement, and cross-functional leadership. Her work has helped businesses improve customer satisfaction, reduce operational costs, strengthen customer loyalty, and create scalable systems that support sustainable growth.
What sets Hannah apart is her ability to connect customer feedback to the larger business. She believes customer experience is not a department. It is the result of how well an organization aligns its people, processes, and technology.
After years of seeing customer experience treated as a cost center rather than a strategic advantage, Hannah co-founded Solid Ground CX to help brands uncover root causes, strengthen their operational foundations, and turn customer experience into a growth engine.
When she's not helping brands solve complex challenges, you'll likely find her brainstorming new ideas with Phil, analyzing business trends, or chasing after their Goldendoodle, Bodhi, the office's unofficial Chief Happiness Officer.
Phil Adams
Co-Founder & Creative Operations Consultant
Phil Adams brings a unique blend of creativity, systems thinking, and operational problem-solving to Solid Ground CX.
With a background spanning creative production, audio and video editing, marketing support, technology, and process improvement, Phil has spent years helping teams work more efficiently while creating meaningful experiences for customers and brands alike.
Phil is passionate about finding better ways to work. Whether improving workflows, supporting operational initiatives, creating engaging content, or helping teams navigate change, he approaches every challenge with curiosity, creativity, and a relentless focus on progress.
His ability to bridge the gap between strategy and execution helps clients transform ideas into practical solutions that drive measurable results.
Together, Hannah and Phil founded Solid Ground CX after countless conversations around the kitchen table about a simple truth: businesses achieve better outcomes when their systems, teams, and customer experiences are connected. Their shared passion for continuous improvement and helping brands grow is the foundation of everything they do.