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PH1 core capbility
YEARS EXPERIENCE
6 to 8 years
TYPICAL CLIENT
CMO, CIO, VP Digital Transformation, VP Customer Experience
NECESSARY TIMELINE
4 to 6 months
Our POV
Most CX programmes produce excellent insight and almost no change. The research was fine. The problem is that insight delivered to an organisation is not the same as a strategy owned by one — the deck gets presented, leadership agrees, and six months later the experience is where it was.
We build the strategy with the teams who will have to deliver it. Every team asked to execute has contributed, every priority traces back to customer evidence, and each phase produces something fundable on its own so the plan survives the budget cycle.
What We Do
Establish the evidence base. Customer research and stakeholder interviews that establish both what customers need and where the organisation currently disagrees with itself.
Set direction and sequence it. A north star with the priority investments ordered, each one scoped so it can be approved on its own merits.
Define how success is measured. KPIs tied to business outcomes rather than survey scores, with the instrumentation your analytics team can actually implement.
What We'll Deliver
CX strategy with phased priorities and named departmental owners
North star direction document for leadership and board alignment
Service blueprints showing how the experience gets delivered
Measurement framework tied to business outcomes
Cross-departmental alignment sessions with documented decisions
Executive presentation pack ready for board reporting
When This is Essential
CX initiatives stall because no team owns the direction
An AI mandate exists with no strategy for where AI belongs
Several departments are running competing initiatives
Leadership needs CX investment tied to measurable outcomes
A leadership transition, merger or regulatory shift is coming
Combine With These Services
Customer Journey Mapping — build the evidence base the strategy rests on
AI Service Design & Blueprints — operationalise the strategy in the workflows
Workshops & Executive Briefings — run the sessions that align leadership
Part of Strategy & Planning.
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Submissions