Customer Experience Strategy & Consulting
Drive growth with customer-centered strategy, journey mapping, and measurable CX improvements that tie directly to revenue, retention, and cost-to-serve.
We design customer experiences that move the numbers that matter — revenue, retention, and cost-to-serve.
TL;DR
- Align leadership on a customer-centered strategy.
- Map end‑to‑end journeys and quantify friction.
- Prioritize initiatives by impact, effort, and risk.
- Stand up a lightweight measurement system (NPS/CSAT/CES + product metrics).
- Deliver a 90‑day roadmap and governance model.
Who this is for
B2B and B2C teams who need clarity on where to invest next—across SaaS, fintech, healthcare, education, marketplaces, or any complex service model. If your customer journey has grown organically but feels disconnected, we help make sense of it.
Problems we solve
- Fragmented initiatives without a clear throughline or ROI.
- Drop-offs, dead ends, or support volume that drives up cost-to-serve.
- Survey fatigue with little behavioral signal.
- Disagreement across teams on priorities or accountability.
What you get
- CX Operating Model — define roles, rituals, and decision rights.
- Journey Maps + Opportunity Backlog — mapped with quantified friction scores.
- North‑Star Metrics + Scorecard — unify VoC, product, and financial metrics.
- 90‑Day Action Plan — initiatives sequenced by leverage and feasibility.
- CX Experiment Library — reusable playbooks with clear success criteria.
Our approach
- Listen & Align
Stakeholder interviews, org scan, current state of metrics and tooling. - Map & Measure
End-to-end journey mapping with drop-offs, effort scores, and cost drivers. - Prioritize
Score by impact × confidence × effort. Make trade-offs visible. - Pilot & Prove
Test high-leverage changes within 30 days. Observe, adapt, repeat. - Embed
Build governance structures, dashboards, and internal capability to sustain.
Philosophy
CX is not a department. It's a system.
Like Deming taught: a bad system beats a good person every time.
And as Sutherland reminds us: perception is reality—especially at the margins.
We help teams design for both.
Example outcome (anonymized)
A B2B SaaS company reduced onboarding time by 32% and improved week‑4 retention by 9.4% after eliminating redundant verification loops and introducing progressive disclosure during setup. Support tickets dropped 18% in the first quarter. The team reallocated those hours toward product development.
FAQs
How fast can we see results?
Small wins in the first month. Structural change in 90 days.
Do you only consult?
We’re hands-on—co-create strategy and embed with your team if needed.
Can we start without perfect data?
Yes. We work with directional signals first and refine over time.
How do you measure ROI?
We baseline retention, cost-to-serve, and key funnel metrics—then track change.
Do you offer training?
Yes. We run workshops, build internal playbooks, and shadow teams for capability uplift.
Get started
Email [email protected] with your goals, friction points, or funnel metrics. We’ll respond with a tailored 90‑day CX plan—designed to move both hearts and numbers.