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PH1 core capbility
YEARS EXPERIENCE
9 to 10 years
TYPICAL CLIENT
VP Marketing, Director of CX
NECESSARY TIMELINE
7 to 12 months
BUDGET NECESSARY
Quoted individually
Our POV
Customer expectations are being rewired in real time. People now discover, compare, decide, and self-serve with AI in the loop—and they punish brands that feel slow, confusing, or inconsistent.
Most large organizations are responding with scattered fixes: a new chatbot, a website refresh, a re-org, a new journey map. None of that works if you can’t answer two basic questions:
Where are we losing customers today—and why?
What should we ship next to become the obvious industry leader?
A CX Master Plan is how you stop guessing. It’s a ranked plan built from benchmarks, not internal opinions—so you can modernize omnichannel performance, use digital as your advantage, and invest in the few changes that actually move outcomes.
What We Do
We benchmark your customer experience across channels—web, product, support, operations, and AI touchpoints—to find the patterns that drive churn, distrust, and drop-off. Then we design a CX Master Plan that turns those benchmarks into a shipping roadmap.
That includes:
Pinpointing the customer jobs and moments that determine loyalty and growth
Measuring current omnichannel performance and where journeys break
Comparing you to best-in-class competitors to define what “leading” requires
Identifying where digital and AI can remove friction, raise trust, and improve self-serve
Producing a sequenced roadmap: what to ship first, what to fix, what to build, and what it unlocks
Defining the operating model so teams can execute and track progress (ownership, governance, measurement cadence)
What We Deliver
CX Master Plan can include the following:
Journey architecture (priority journeys, omnichannel handoffs, failure points)
Omnichannel performance benchmark (baseline measures tied to outcomes)
Competitive benchmark summary (gaps, best practices, “what leadership looks like”)
Prioritized roadmap (phases, dependencies, shippable increments, what to ship next)
Operating model (ownership, governance, rituals, measurement loop)
Digital + AI leverage plan (where to apply AI, trust risks, evaluation requirements)
When This is Essential
Customer behavior is changing faster than your org can adapt
You have too many CX initiatives and no ranked view of what matters most
Omnichannel journeys are inconsistent and teams optimize their own silo
You’re adding AI across support, onboarding, discovery, or service—and trust is at risk
You need a plan to become the category leader, not just “incrementally better”
Combine With These Services
Measure Impact — Establishes defensible benchmarks (current + competitive) and tracks improvement over time.
Improve Product Impact — Turns roadmap priorities into shipped journey improvements and validates lift.
Improve AI Performance — Benchmarks and tunes AI features/agents so they increase success rates and protect trust.
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Submissions