Officium Labs is on a mission to revolutionize customer experience (CX) through its bold and future-forward framework: Connect, Transform, Innovate. Since its founding in 2019 by four visionary leaders, Officium has grown from a startup with a $150K loan to a powerhouse with over $10 million in revenue and a global client base spanning 22 companies.

What sets Officium Labs apart? It’s their ability to blend deep CX knowledge with decentralized operations, blockchain principles, and a laser focus on value creation. In just two years, they’ve proven that their model works—and works well.

A Game-Changing Vision for CX

At a time when poor customer service costs companies over $339 billion annually, Officium Labs offers a refreshing solution. By providing flexible, best-in-class CX services through an agile, on-demand workforce, they help companies reclaim lost revenue and transform their support teams into strategic profit centers.

The company’s decentralized model allows it to operate across Europe, North America, and Asia—proving that great talent knows no borders. As CEO & Co-Founder Jonathan Shroyer explains, “You can hire brilliant people anywhere in the world, give them purposeful, flexible work, and they will deliver happiness to clients.”

The Power of “Connect, Transform, Innovate”

Officium’s approach is anchored in three core pillars:

• Connect: A global network of on-demand CX professionals ready to support brands during high-demand periods, ensuring exceptional service continuity.

• Transform: A structured CX transformation process that includes consulting, coaching, training, and their award-winning Foundational Services Workshop to uplift and refine client operations.

• Innovate: A technology-driven ecosystem that utilizes data, analytics, and automation to enhance performance, reduce costs, and drive measurable results.

Introducing the CX Self-Service Maturity Model

One of Officium’s signature innovations is the CX Self-Service Maturity Model, powered by their proprietary ServiceStack™ technology. This model helps organizations link customer experience directly to revenue outcomes. The results speak for themselves:

• “WFM saves 24% in BPO spend.”

• “White Glove MVP protects $5M.”

• “Agent AI Assist reduces costs by 25%.”

• “Connect Burst scaled 100 agents in weeks.”

• “CXAAS transformation drives 55% increase in customer satisfaction.”

Jonathan explains, “We created this model to show our clients a better way—focusing on lifetime value (LTV), customer effort, and retention instead of disjointed segments. The outcome is a smarter, revenue-focused service strategy.”

Driving Innovation and Embracing Cryptocurrency

Officium Labs has pioneered the integration of modern tech in CX. They’re among the first service companies to accept cryptocurrency as payment and pay team members in crypto, aligning with their decentralized values.

Their team is also pushing boundaries through innovations like AI Agent Assist, advanced BI solutions, and tools like Burst and White Glove, all designed to support their growing workforce—projected to surpass 10,000 employees by 2025.

A Scalable, On-Demand Operating Model

Much like how AWS revolutionized cloud services, Officium is reimagining human capital deployment. Their real-time workforce management (WFM) system allows them to scale talent instantly in response to client needs. As some have noted, “They’re the AWS of human capital.”

Weathering Uncertainty with Strategic Balance

Their ServiceStack™ framework is designed not just for growth, but also for resilience. By balancing income streams across Connect, Transform, and Innovate, they’ve built a model capable of thriving—even in unpredictable times.

Delivering Results and Retaining Customers

Officium benchmarks every client against industry best-in-class standards. With a sharp strategy to transform traditional cost centers into “ambassador teams,” they empower businesses to retain more customers and grow loyalty organically.

What Drives Officium’s Success?

The answer lies in passion, agility, and bold thinking. “We bet on an idea no one else was working on,” Jonathan says. “Our early clients took a chance on us—and we delivered. From there, it’s been relentless execution, hustle, and a deep commitment to creating value.”

Officium has shown that CXAAS (Customer Experience as a Service) can generate up to 15x ROI, consistently proving its value in both cost savings and revenue growth.

Journey Highlights and Upcoming Milestones

Co-founded by Jonathan Shroyer and Scott McCabe, Officium reached profitability within 20 months. They’ve recently surpassed $10M in revenue, launched a new blog and podcast series, and are preparing to unveil their state-of-the-art CX Lab in San Francisco—a space for learning, collaboration, and community engagement in the customer experience world.

Leadership Spotlight

• Jonathan Shroyer, CEO & Co-Founder, brings over 22 years of CX leadership experience with industry giants like Microsoft, Autodesk, and Postmates. A frequent speaker and writer, he’s passionate about shaping the future of customer service.

• Scott McCabe, Co-Founder & CHRO, brings 18 years of experience, particularly in gaming, having worked with companies like EA and Kabam. His deep technical knowledge and customer-centric focus drive Officium’s innovation.

Vision for the Future

“In the next 3–5 years,” Jonathan states, “Officium Labs will be the first unicorn service company to accept and operate in cryptocurrency, delivering client outcomes better than the industry’s top five.”

Awards & Recognition

• Best CX Strategy – Mary Poppins Award
• Engaging Customers with Technology – Peer Awards
• Impact Company of the Year
• Jonathan Shroyer: Top 10 CEO to Watch, Leader of Impact, Finalist for Best CX Transformation & Strategy

Final Thoughts

Inspired by Nelson Mandela’s “win or learn” mantra, Officium operates with the belief that values guide decisions and people create the magic. With a powerful model, visionary leadership, and proven results, Officium Labs is not just transforming CX—they’re shaping the future of how brands and people connect.

Company Name: Officium Labs
CEO & Co-Founder: Jonathan Shroyer