CX Vision & Strategy
- CX vision statement - Strategic roadmap - Governance framework
- Aligned leadership team - Clear ROI model for CX - 12-18 month execution plan
Helping you move from ad-hoc fixes to a deliberate long-term CX vision that aligns with your business goals and brand promise.
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Customer Experience Design
- Experience blueprints - Process maps - SOPs
- Operational efficiency - Consistent experience delivery - Increased employee satisfaction
Design the "backstage" people, process, systems and policies needed to ensure a seamless experience is delivered across all touchpoints.
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Customer Journey Mapping
- Current/Future state maps - Persona profiles - Service blueprints
- Clarity on moments of truth - Unified view across departments - Prioritized "fix" list
Visualize the current state of your customer's experience to identify friction points, emotional highs and lows and operational gaps.
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CX Training & Workshops
- Custom workshops - Team training - Tools & tips
- Cultural shift - Skill acquisition - Cross-functional empathy
Equip your team with the mindsets and tools they need to be customer-centric every day. Practical tools to become part of the culture.
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Advisory/Fractional Leadership
- Operating system & playbooks - Org & talent plan - Board/Executive comms kit
- Stablized execution cadence - Capability uplift & succession - Portfolio focus and margin lift
Leveraging decades of executive experience across multiple industries to advise C-suite/Founders and serve in fractional leadership roles.
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