Most organizations know their customer experience is broken. They don't always know where, or why, or in what order to fix it. CX strategy engagements answer those questions with defensible evidence — not intuition.
We've done this work for Adobe, SAP, and enterprise healthcare networks. The methodology is research-first: we learn before we recommend. The deliverables are designed for organizations that need to take findings to executives and build roadmaps that actually get funded.
Five phases.
We consolidate your existing research — interviews, surveys, analytics, support data — into a single inventory. If you have none, we run primary research. Either way, we start from what's actually true about your customers, not assumptions.
Research inventory · Synthesis framework · Unified findings
Personas built from the synthesis, not from templates. Each persona has behavioral evidence behind it — not just a demographics card and a made-up name.
Research-grounded persona cards · Behavioral profiles · Segment analysis
Journey maps for each key persona or customer type. Phases, stages, touchpoints, emotional states, pain points, and opportunities — all mapped and citable back to the research.
Full customer journey maps · Emotional curve · Pain point inventory · Backstage actions
From the maps, we build an opportunity matrix. Every pain point scored by impact and effort. Clear prioritization for what to fix first.
Opportunity matrix · Impact/effort ranking · Strategic recommendations
A roadmap that translates the findings into a sequence of initiatives. Designed to be presented to executives, shared with product teams, and used in planning cycles.
Executive-ready roadmap · Stakeholder presentation · Implementation guidance
CX strategy engagements can use the SM product pipeline to run faster and produce more defensible outputs.
Capture and organize research findings from stakeholder interviews.
→ The GaugeBuild personas grounded in Census data instead of internal assumptions.
→ The CompassGenerate and edit journey maps from the research synthesis.
→ The LatheScore digital touchpoints against a rigorous CX rubric.
→Start a CX
engagement.
We scope every engagement before you commit to it.