Customer experience reflects how the work gets done
Customers feel every handoff, every data gap, and every tool your team doesn’t trust. Fix one touchpoint without looking at the work around it and the problem just moves.
About Cadence Lab
Work directly with the person doing the work.
I’m Matt Rabah, and Cadence Lab is me. I help companies figure out why customer problems keep coming back, then fix the work behind them. You’ll work with me directly, from the first question through the plan, the workflow design, and how we’ll measure what changed.
Official bio
Twelve years across customer experience and customer success.
Matt Rabah is a customer experience strategist and the founder of Cadence Lab, a Detroit practice that helps companies fix the systems behind customer friction. He holds an M.S. in Customer Experience Management from Michigan State University’s Eli Broad College of Business and is a Salesforce Certified Agentforce Specialist.
Before Cadence Lab, he led customer experience at Shinola, the Detroit luxury brand, for its flagship location and an $8M corporate portfolio. Before that, he was Vice President of Sales at NeuroSync, an AI-enabled health technology company, where he owned post-implementation customer success across clinical and legal accounts.
His work spans service operations, customer lifecycle programs, CRM workflows, and practical AI adoption. Different labels, same job: understand the customer’s problem, decide what’s worth building, ship it, and prove it worked.
He’s worked hands-on with Salesforce, HubSpot, Gainsight, ChurnZero, Zendesk, Delighted, and Oracle.
His AI work includes ChatGPT, Gemini, Claude, local models, Salesforce Agentforce, and task-specific agents. He helps teams pick the use cases worth building, decide where people stay in the loop, and get the workflows and data ready before launch.
Results
Numbers I can stand behind.
Every number here comes from real work. No projections, no borrowed case studies. Same pattern every time: find the problem, ship the change, measure what moved.
14%
Average lift in early adoption and repeat engagement across six Cadence Lab client lifecycle redesigns.
18%
Faster time-to-value after rebuilding sales-to-service handoffs in Salesforce for Cadence Lab clients.
4 hrs
Back every week for each team member at a multi-location client, from HubSpot lifecycle automation.
32% → 86%
CRM-driven outreach across 1,100 accounts at Shinola, without putting high-touch coverage on every account.
35%
Fewer escalations at Shinola after tracing broken customer handoffs and rewriting the service workflows behind them.
95%
Multi-year client retention at NeuroSync, built on CRM stage gates, mutual action plans, and clean sales-to-implementation handoffs.
Speaking
Where I’ve talked about this work.
September 2026
1 Million Cups Detroit
CX decisions and designing systems for AI adoption
May 2024
Creative Mornings Detroit
Systems Thinking in Customer Experience
October 2023
MSU CXM360 Conference
Loyalty Programs in Luxury Retail
July 2022
University of Michigan
Customer Experience Operations
Point of view
The problem you see isn’t always where the problem starts.
A problem may show up in service, retention, CRM reporting, or an AI project. Its cause may sit in another team, system, rule, or decision. I follow those connections without losing sight of what the customer experiences.
A good diagnosis protects your next investment
Before you buy a platform, launch a program, or scale AI, a focused diagnostic shows what’s known, what’s still fuzzy, and which decision matters first.
AI readiness starts with the workflow
Useful AI needs a clear purpose, inputs you trust, real owners, a workflow people can follow, human review, and a way to catch it when it’s wrong.
How I work
The recommendation has to work in real life.
The goal is a decision people can understand, own, carry out, and improve as new evidence appears.
Follow the evidence
Separate what you can observe from what people assume. Be clear about what the evidence supports and where uncertainty remains.
Name the owner
Make it clear who decides, who does the work, who handles exceptions, and who owns the customer outcome.
Design for the work people actually do
Work with the real limits of teams, systems, incentives, data, and frontline behavior. A process diagram won’t change the work. Neither will a launch.
Measure what changed
Name the business value before you start. Pick the measures that should move. Then check the results and adjust.
Working together
The best work starts with honesty on both sides.
This works best when your team wants to understand the problem before picking a solution, and is ready to act on what we find.
Cadence Lab brings
A clear way to turn a messy problem into a decision
- One clear diagnostic question, not a broad consulting exercise.
- A view across customer friction, teams, workflows, systems, and ownership.
- A clear separation between facts, assumptions, limits, and decisions.
- A practical recommendation that shows what to do first and what can wait.
The engagement requires
The access and authority to get to the truth
- A customer or business problem worth solving.
- Access to the people, data, and examples around the work.
- A sponsor who can help teams make decisions together.
- A willingness to change ownership or workflows when the evidence points there.
Start with an honest FitCheck™
Sometimes the honest answer is that I’m not the right fit.
Tell me what customers are going through, who’s involved, and what needs to change. I’ll read it and tell you straight whether I can help.
Start a FitCheck™