Integrated Systems Architecture & Alignment for Growth Stage Organizations
When High-Performing Systems Align Every Customer Interaction
Confirms Your Value
We partner with growth-stage businesses to design Fortune 500-caliber systems where marketing, Customer Experience (CX), operations, and technology align to create competitive advantage.
THE STRATEGIC REALITYYour Business Is a Collection of Good Pieces
That Don't Add Up to a Coherent Whole.
You've invested in your operations. You've hired talented people. You've implemented technology. You've built marketing systems. And yet — the customer experience is inconsistent. The brand doesn't reflect the quality of what you deliver. Cross-functional teams operate in silos.
The problem isn't capability. It's fragmentation. Each function was optimized independently, in solos. Marketing over here, operations over there, technology somewhere else entirely. Every piece works. But the system doesn't.
And fragmentation has a cost. Customer interactions feel disjointed. Your team wastes time navigating workarounds. Prospects can't see the full value of what you offer because the experience doesn't communicate it clearly. The brand promise and the operational reality are misaligned.
The most competitive organizations don't just have the strongest marketing or efficient operations or advanced technology. They have all three working as a single, integrated system with each and every customer interaction reinforcing the brand.
Marketing tells one story. The customer experience delivers another. Prospects sense the gap.
Your CX, operations, and technology weren't designed to work together — so they don't.
Every customer touchpoint was built by a different vendor with a different brief. Nothing coheres.
Your team knows the systems are duct-taped. Your customers feel it.
You're competing on the strength of individual relationships because the business itself doesn't speak for you yet.
If you recognize these patterns in your organization, the gap between capability and execution is costing you.
what we doWe Design Integrated, High-Performing Systems Architecture
Most businesses don't fail because they lack capability. They fail because siloed teams, fragmented processes, and disconnected systems undermine execution.
Echo West Consulting was founded after nearly two decades working inside Fortune 500 organizations—Southwest Airlines, BNSF Railway, Galderma, Nestlé—where we we learned that transformation isn't about technology or strategy alone. It's about architecture: the disciplined integration of marketing, CX, operations, and technology into an integrated, coherent system designed to deliver consistent, memorable customer experiences that strengthen brand perception at every touchpoint.
When marketing, CX, operations, and technology are designed as one system, customer interactions stop being transactional moments. They become competitive advantages.
We partner directly with founders and leadership teams, working alongside internal teams to architect complete operational transformations. Every engagement transfers full ownership: documentation, processes, and capability remain with the client. No dependencies. No ongoing fees for access to your own systems.
The result is a business where every customer interaction — from first contact to post-engagement — consistently reinforces the same message: this company delivers what it promises.
Four Areas. One Competitive Advantage.
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Brand & Marketing
Aligning your brand promise with every customer-facing touchpoint and communication.
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Customer Experience (CX)
Designing consistent, high-performing interactions across the entire customer journey.
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Operations & Process Design
Building scalable, documented processes that eliminate fragmentation and drive efficiency.
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Digital Experience & Technology
Integrating the right tools—including responsible AI adoption—to modernize without compromising integrity.
Three Principles That Turn Fragmented Operations Into High-Performing Systems.
Most consulting engagements treat each function as a separate project. Marketing gets a rebrand. Operations gets new processes. Technology gets a platform upgrade. The pieces never connect because no one was accountable for designing the system as a whole.
We Do Things Differently
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01/
Systems-Level Design,
Even for Single FunctionsWe never design in isolation. Whether we're building your entire business transformation or just your marketing system, we map how it connects to operations, CX, and technology — so nothing we build creates friction downstream
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02 /
Collaborative Partnership
with Your TeamWe work alongside your founders, business leaders, and cross-functional teams. The transformation happens with you, not to you. Your team gains the capability to run and evolve what we build together.
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03 /
Full Transfer of Capability
Every process, platform, brand asset, and training document transfers to your team at the end of the engagement. No ongoing retainer required to access your own infrastructure. You own it completely.
Trusted By
testimonialsWhat Leaders Say
“Adrienne excels at bringing a strong, outcomes-focused methodology to business and technical challenges. She deftly navigates challenges and identifies opportunities in ways that prioritize for customer voice, process efficiencies, and data driven outcomes.”
David M.
Digital Transformation & AI Consultant
Life Sciences“Adrienne is knowledgeable, has a keen eye for detail, is extremely organized, efficient at managing plans and timelines, and a great communicator. She is also reliable and always ensures that deliverables are of the highest quality.
I’ve enjoyed working with Adrienne and appreciate the value that she’s added to our organization. I would highly recommend working with Adrienne and know that she would be a great asset to your organization.”
Darrell M.
head of It operations
Pharmaceuticals“Adrienne and her team at Echo West were outstanding partners. They strike the perfect balance between big-picture strategy and detailed, tactical execution.
In a community like ours, there are many “sacred cows," data, history, and insights that matter deeply. Adrienne not only respected and wove those elements into a modernized digital presence, but also created a collaborative environment where our voices and perspectives were valued.
The results have been phenomenal. Our updated presence is being noticed, and it’s making a real impact.”
Linda V.
President
Non-profitthe methodologyA Disciplined Four-Phase Process.
Built With Your Team, Not Around Them.
Every Echo West engagement follows the same four-phase methodology — adapted to your specific business, executed in partnership with your cross-functional teams.
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We work with your team to assess your current state across marketing, customer experience, operations, and technology. Where are the gaps? Where is the friction? What's working and what isn't? This diagnostic becomes the blueprint for integration.
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Before we build anything, we design the full system — mapping how marketing, CX, ops, and technology will work together. Your leadership team and cross-functional stakeholders review and align on the complete architecture before we move into execution.
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Full implementation in partnership with your team. Process redesign, technology deployment, brand development, customer experience design — coordinated across every workstream, with regular check-ins and collaborative iteration.
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The engagement closes with a complete handoff to your team. Documentation, training, system access — everything transfers. Your team doesn't just inherit a system. They gain the capability to run and evolve it.
Want to learn more about our methodology?
Even if you're only building one function — say, just marketing — we still run the full four-phase process. Why? Because 'just marketing' done wrong creates operational debt downstream. Systems-level thinking isn't optional. It's how we ensure what we build integrates seamlessly when you're ready to expand.
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Single
Consultant accountable across all workstreams: marketing, operations, technology, brand, and customer experience.
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100%
Asset & capability transfer at engagement close with no required ongoing vendor dependencies.
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3 to 12
Month engagements, scoped to your transformation.
Enterprise Systems Thinking.
Cross-Functional Collaboration.
Dedicated Partnership.
the architect
Adrienne Gonzalez, MBA
Founder & Principal Consultant
The organizations that successfully integrate marketing, customer experience, operations, and technology share one thing in common: a partner who understands that these aren't separate functions. They're interdependent parts of the same system — and they have to be designed together.
Adrienne Gonzalez brings that systems-level perspective from 19 years leading marketing, digital transformation, brand strategy, business analysis, and operational optimization globally, across industries where integration wasn't optional, it was the only way the business could function. Businesses where marketing promises, operational delivery, and technology enablement had to work as one seamless system to drive positive customer experiences.
Echo West Consulting was built to bring Fortune 500 caliber systems thinking to growth-stage organizations with a focus on collaboration and customer experience execution. Every engagement is a true partnership with your founders, business leaders, and cross-functional teams. The transformation happens with you, not to you.
10+
Sectors Served
19
Years of Experience
50+
Happy Clients
engagement optionsThree Ways to Partner.
Engagements Designed for Lasting Transformation.
Choose the engagement model that matches where your organization is — and how ready you are to invest in transformation.
01.
full system integrationThe Complete Integration
Marketing, CX, operations, and technology — designed and built together as one integrated system.
RIGHT FOR YOU IF
You're ready to transform the entire business
Fragmentation is affecting every customer touchpoint
You want full integration — not phased rebuilds
Timeline: 6–12 months
02.
integrated buildFocused, But
Not Siloed
We build one area — Brand & Marketing, Operations, or CX — but design it with an understanding of how it fits the larger system.
RIGHT FOR YOU IF
You need to fix one area first — but intelligently
Budget or bandwidth limits a full transformation
You want the option to expand in phases Timeline: 6–12 months
03.
advisory retainerStrategic Counsel,
Ongoing
For businesses with established systems who need a thinking partner for leadership as you scale, pivot, or navigate inflection points.
RIGHT FOR YOU IF
Your systems are solid but decisions need perspective
You want senior counsel without full engagement overhead
You're navigating a repositioning or new market entry
Ongoing: As NeedeD