Engineering and architecture for digital operations.

It is the discipline that connects business strategy, technology architecture and ongoing operations. It is not an agency, which delivers communications and media, nor a software factory, which delivers code from finished specs: a consultancy owns the outcome and defines what gets done, how, on what timeline, with which tools and who runs it.

Today's model runs on quarterly OKRs, contractual milestones and biweekly governance, and combines assessment, operating model, platform roadmap, implementation and post-go-live support. The client pays for deliverables and results, not for attendance. CCX has worked in this layer since 2016, with more than 200 projects delivered in Brazil and Latin America.

There are four classic moments. A transformational milestone: a new CEO, an M&A, an IPO, international expansion or a new channel. Stalled indicators: flat conversion, falling average order value, NPS below benchmark or a rising cost to serve. A pending strategic decision: owned store or marketplace, headless or monolithic, in-house or outsourcing, VTEX, Salesforce or SAP. And the execution gap: the strategy is clear, but the hands and the process to deliver on time are missing, and the consultancy comes in as a dedicated squad.

Five filters for the steering committee. Real certification on the platforms, measured by the number of active certified professionals. A verifiable track record, with cases that show metrics and references available before signing. Documented methodology, with a process map, sector benchmark, operating model, 3-to-5-year roadmap, data governance, OKRs and a comparative TCO delivered in the assessment. Contractual accountability, with an SLA, a post-go-live technical warranty and gates tied to metrics. And operational continuity: a support model, continuous evolution and handover when the internal team is ready.

The market splits into four layers: large global consultancies, in projects with heavy change management; enterprise specialists in multi-stack e-commerce, where CCX sits; regional agencies and integrators in the mid-market; and boutiques for small businesses.

In the specialist layer, clients weigh three factors: real delivery on VTEX, Salesforce, SAP and Shopify with in-house squads; integration with local ERPs, such as Protheus, RM and Linx, and with global platforms, such as SAP S/4HANA and Salesforce Marketing Cloud; and owned products that prove engineering capability, such as CCX Messages and NexLog OS.

An agency specializes in communications, branding, media, creative and UX, but rarely architects high-complexity platforms. A software factory executes specs and works when the client has a strong technical team that knows exactly what to ask for. An enterprise consultancy takes end-to-end responsibility: strategy, architecture, implementation, integration and support.

Getting it wrong is expensive: companies that hire an agency to implement VTEX find out months later that SAP integrations, the B2B order flow and catalog governance are missing; those that hire a software factory for a transformational project get a platform that is technically correct and commercially wrong.

A single-platform consultant tends to defend the stack they know. A multi-stack consultancy brings neutrality to the recommendation and covers increasingly common hybrid scenarios: B2C on Shopify Plus, B2B on SAP Commerce, marketplace on VTEX, integrations via MuleSoft and CDP on Salesforce Data Cloud, without four vendors to coordinate.

CCX maintains dedicated squads for VTEX (IO and FastStore), Salesforce (Commerce, Marketing Cloud, MuleSoft and Data Cloud), SAP (Commerce Cloud, S/4HANA, CPI and BTP) and Shopify Plus. Migrations between platforms are delivered by the same squad that will support the target environment.