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CX STRATEGY EXPERTS & AI STRATEGY AGENCY
Strategy & Planning
We're the rocket fuel for clients launching industry-leading AI products & CX strategies.
Why teams choose PH1
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Supercharge your next AI & CX strategy
We've worked with the most innovative orgs in the world and will bring their lessons and methods to your project.
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Solve the hardest problems
Our work has spanned massive digital transformations and how to turn AI into your biggest competitve advantage.
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Strengthen your strategy with evidence
We don't copy & paste decks. We do the deep research, prototyping, and create measurement plans to make sure success happens.
The research & strategy partner for teams building intelligent experiences
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FOUNDED IN 2012 /FROM STARTUPS TO THE FORTUNE 500
TRUSTED BY 300+ COMPANIES
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CX STRATEGY & DIGITAL TRANSFORMATION CONSULTANCY
Build the product and services your customers will need in the future.
Product, marketing, and agencies hire us to:
Become a more customer-centric business.
Improve AI adoption & value creation.
Test & evaluate new innovation initiatives.
Align leadership behind one transformation plan.
Modernise your digital experience for AI search.
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FORESIGHT · SERVICE DESIGN · AI STRATEGY · FACILITATION
AI is the biggest threat to your business — we turn it into your biggest advantage.
We run the strategic foresight that shows where your market, customers and competitors are heading, then assess which emerging technologies earn a place in your business. Everything is delivered AI-ready, with the blueprints, measurement plans and prototypes your team keeps. PH1 has deep expertise across strategic foresight, service design, AI strategy, measurement frameworks and digital transformation.
We facilitate every session ourselves: executive alignment on where the budget goes, innovation workshops that open up new product lines, and public and stakeholder consultation.
AI Service Design & Blueprints
Front stage, back stage, systems and AI handoffs
Digital Transformation Acceleration
Unblock the workstreams that are stalling
Website & AI Search Strategy
Structure built for visitors and answer engines
Workshops & Executive Briefings
Consensus, requirements and decisions, documented
AI Adoption Strategy
The roadmap for scaling adoption and value
AI Strategy Consulting
Which AI use cases earn their place, and the KPIs
AI Value Sprint
A ranked shortlist of AI opportunities in weeks
Strategic Foresight
Where your market and customers go next
CX Strategy
The vision and roadmap for a customer-centric organisation
Product Impact Podcast
Secrets to unlocking the value of AI
Our podcast, started in 2023, is the ultimate hub for learning from the leading voices in AI. We focus on delivering essential lessons for product teams determined to stay ahead of their competition.
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BLOG
Latest insights
digital-transformation
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Jul 9, 2026
Search: The Digital Transformation Project Quietly Hurting Your Customers
Broken site and enterprise search quietly erodes perception, acquisition, retention, and revenue. See why it's the transformation fix to prioritize now.
digital-transformation
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May 23, 2026
AI Will Destroy University Website Traffic. There's Only One Path Forward.
Google's AI is replacing your website in the applicant journey. Here's how university marketing teams should respond before it's too late.
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BLOG
Latest insights
digital-transformation
/
Jul 9, 2026
Search: The Digital Transformation Project Quietly Hurting Your Customers
Broken site and enterprise search quietly erodes perception, acquisition, retention, and revenue. See why it's the transformation fix to prioritize now.
digital-transformation
/
May 23, 2026
AI Will Destroy University Website Traffic. There's Only One Path Forward.
Google's AI is replacing your website in the applicant journey. Here's how university marketing teams should respond before it's too late.
/
BLOG
Latest insights
digital-transformation
/
Jul 9, 2026
Search: The Digital Transformation Project Quietly Hurting Your Customers
Broken site and enterprise search quietly erodes perception, acquisition, retention, and revenue. See why it's the transformation fix to prioritize now.
digital-transformation
/
May 23, 2026
AI Will Destroy University Website Traffic. There's Only One Path Forward.
Google's AI is replacing your website in the applicant journey. Here's how university marketing teams should respond before it's too late.
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FAQ
Frequently Asked Questions
What is CX strategy and what does it actually produce?
CX strategy sets the direction for how an organisation serves its customers and sequences the work to get there. It produces a research-backed direction, service blueprints showing how it runs, a measurement framework with the KPIs that prove it worked, prototypes of the key concepts, and a roadmap split into phases you can fund one at a time.
What is strategic foresight and how far ahead should we plan?
Strategic foresight models where your market, customers and competitors are heading, and what that means for your position under each scenario. How far ahead depends on your capital cycle: a retail format or a service network needs a horizon measured in years, and we have mapped one as far out as 2030. A software roadmap rarely needs more than three.
What is a service blueprint and why does my AI project need one?
A service blueprint maps a service across front stage, back stage, systems and handoffs, including the handoffs between people and AI. Your AI project needs one because the model runs on a workflow, and most AI deployments fail at a handoff nobody had documented rather than at the model itself.
How do I build the business case for a digital transformation?
Evidence first, phased second. We establish demand before anything is committed, define the outcome in measurable terms, and sequence the work so each phase produces something your executives can approve on its own. A single large ask arriving after the budget conversation has moved on is the most common way transformation funding dies.
How do I decide which AI use cases are worth investing in?
By scoring them against your customers and your economics rather than against the hype cycle. We assess which capabilities customers would actually use and pay for, what each would cost to build and run, and which workflows would have to change. The output includes the ones where the honest answer is to wait.
What is a measurement framework and how do I prove an initiative worked?
A measurement framework defines the outcome you are after, the KPIs that evidence it, and a metric tree linking product measures to business results, with an instrumentation spec your analytics team can implement. You prove an initiative worked by agreeing those measures before it starts, which is the step most programmes skip.
Can you run a workshop without a full strategy project?
Yes, and plenty of engagements are only that. A half-day or multi-day session designed around the decision you need made, facilitated in person or remotely across North America. The three we run most are executive alignment on where an AI budget goes, innovation workshops that open up new product lines, and public or stakeholder consultation.
Do you present to our executive team on what is happening in our market?
Regularly, and it is often the whole engagement. We deliver executive sessions on what is happening at the leading edge of your category: which technologies are real, what competitors have committed to, and what customers are responding to. Written for people making investment decisions rather than for a research audience.
How do I get my leadership team to agree on one direction?
By finding out where they actually disagree before putting them in a room. We interview every team that owns a piece of the experience, write the disagreements down rather than smoothing them over, and design the session that settles them. People say things to an external party with no internal career stake that they will not say to each other.
How do I stop a strategy becoming a deck nobody uses?
Have the delivery leads help set the direction rather than receive it, so they defend it in planning meetings you are not in. Keep the person who did the research in the room when it is decided. And make each phase produce something actionable on its own, rather than banking everything on a final readout.
Can we just use AI to write our strategy?
You can, and so can your competitors, from the same models trained on the same public material. What comes back is the consensus view of your category. What it cannot tell you is which of your own teams will quietly decline to deliver the plan, or whether your customers want the thing at all. We use AI to shape the questions, then answer them with the people the strategy depends on.
Can you keep a transformation confidential while you research it?
Yes. Stakeholder and customer research can run anonymously, so a restructure, a new service model, or a product direction you have not announced never becomes public. Participants are screened and briefed without your name attached where that matters.
What strategy projects has PH1 delivered, and for whom?
A 2030 retail format for Bell Canada, mapped as strategic foresight and blueprinted. The customer experience roadmap for Simon Fraser University across faculties and administrative teams. Service design, journey mapping and measurement for TransLink. Service design and measurement for BC Ferries. AI website strategy for GMR through DotDotDash. Similar work for Mozilla, TELUS and Northbridge Financial.
How long does a strategy engagement take and what does it cost?
Most start within two weeks of a signed agreement, because the first phase is stakeholder interviews rather than recruitment. If it is a rush, we can get you initial insights within 10 days. A standalone workshop schedules faster. Full programmes run in phases over months. Cost depends on deliverables and how many stakeholder groups have to agree, and each expertise page carries its own range.
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FAQ
Frequently Asked Questions
What is CX strategy and what does it actually produce?
CX strategy sets the direction for how an organisation serves its customers and sequences the work to get there. It produces a research-backed direction, service blueprints showing how it runs, a measurement framework with the KPIs that prove it worked, prototypes of the key concepts, and a roadmap split into phases you can fund one at a time.
What is strategic foresight and how far ahead should we plan?
Strategic foresight models where your market, customers and competitors are heading, and what that means for your position under each scenario. How far ahead depends on your capital cycle: a retail format or a service network needs a horizon measured in years, and we have mapped one as far out as 2030. A software roadmap rarely needs more than three.
What is a service blueprint and why does my AI project need one?
A service blueprint maps a service across front stage, back stage, systems and handoffs, including the handoffs between people and AI. Your AI project needs one because the model runs on a workflow, and most AI deployments fail at a handoff nobody had documented rather than at the model itself.
How do I build the business case for a digital transformation?
Evidence first, phased second. We establish demand before anything is committed, define the outcome in measurable terms, and sequence the work so each phase produces something your executives can approve on its own. A single large ask arriving after the budget conversation has moved on is the most common way transformation funding dies.
How do I decide which AI use cases are worth investing in?
By scoring them against your customers and your economics rather than against the hype cycle. We assess which capabilities customers would actually use and pay for, what each would cost to build and run, and which workflows would have to change. The output includes the ones where the honest answer is to wait.
What is a measurement framework and how do I prove an initiative worked?
A measurement framework defines the outcome you are after, the KPIs that evidence it, and a metric tree linking product measures to business results, with an instrumentation spec your analytics team can implement. You prove an initiative worked by agreeing those measures before it starts, which is the step most programmes skip.
Can you run a workshop without a full strategy project?
Yes, and plenty of engagements are only that. A half-day or multi-day session designed around the decision you need made, facilitated in person or remotely across North America. The three we run most are executive alignment on where an AI budget goes, innovation workshops that open up new product lines, and public or stakeholder consultation.
Do you present to our executive team on what is happening in our market?
Regularly, and it is often the whole engagement. We deliver executive sessions on what is happening at the leading edge of your category: which technologies are real, what competitors have committed to, and what customers are responding to. Written for people making investment decisions rather than for a research audience.
How do I get my leadership team to agree on one direction?
By finding out where they actually disagree before putting them in a room. We interview every team that owns a piece of the experience, write the disagreements down rather than smoothing them over, and design the session that settles them. People say things to an external party with no internal career stake that they will not say to each other.
How do I stop a strategy becoming a deck nobody uses?
Have the delivery leads help set the direction rather than receive it, so they defend it in planning meetings you are not in. Keep the person who did the research in the room when it is decided. And make each phase produce something actionable on its own, rather than banking everything on a final readout.
Can we just use AI to write our strategy?
You can, and so can your competitors, from the same models trained on the same public material. What comes back is the consensus view of your category. What it cannot tell you is which of your own teams will quietly decline to deliver the plan, or whether your customers want the thing at all. We use AI to shape the questions, then answer them with the people the strategy depends on.
Can you keep a transformation confidential while you research it?
Yes. Stakeholder and customer research can run anonymously, so a restructure, a new service model, or a product direction you have not announced never becomes public. Participants are screened and briefed without your name attached where that matters.
What strategy projects has PH1 delivered, and for whom?
A 2030 retail format for Bell Canada, mapped as strategic foresight and blueprinted. The customer experience roadmap for Simon Fraser University across faculties and administrative teams. Service design, journey mapping and measurement for TransLink. Service design and measurement for BC Ferries. AI website strategy for GMR through DotDotDash. Similar work for Mozilla, TELUS and Northbridge Financial.
How long does a strategy engagement take and what does it cost?
Most start within two weeks of a signed agreement, because the first phase is stakeholder interviews rather than recruitment. If it is a rush, we can get you initial insights within 10 days. A standalone workshop schedules faster. Full programmes run in phases over months. Cost depends on deliverables and how many stakeholder groups have to agree, and each expertise page carries its own range.
/
FAQ
Frequently Asked Questions
What is CX strategy and what does it actually produce?
CX strategy sets the direction for how an organisation serves its customers and sequences the work to get there. It produces a research-backed direction, service blueprints showing how it runs, a measurement framework with the KPIs that prove it worked, prototypes of the key concepts, and a roadmap split into phases you can fund one at a time.
What is strategic foresight and how far ahead should we plan?
Strategic foresight models where your market, customers and competitors are heading, and what that means for your position under each scenario. How far ahead depends on your capital cycle: a retail format or a service network needs a horizon measured in years, and we have mapped one as far out as 2030. A software roadmap rarely needs more than three.
What is a service blueprint and why does my AI project need one?
A service blueprint maps a service across front stage, back stage, systems and handoffs, including the handoffs between people and AI. Your AI project needs one because the model runs on a workflow, and most AI deployments fail at a handoff nobody had documented rather than at the model itself.
How do I build the business case for a digital transformation?
Evidence first, phased second. We establish demand before anything is committed, define the outcome in measurable terms, and sequence the work so each phase produces something your executives can approve on its own. A single large ask arriving after the budget conversation has moved on is the most common way transformation funding dies.
How do I decide which AI use cases are worth investing in?
By scoring them against your customers and your economics rather than against the hype cycle. We assess which capabilities customers would actually use and pay for, what each would cost to build and run, and which workflows would have to change. The output includes the ones where the honest answer is to wait.
What is a measurement framework and how do I prove an initiative worked?
A measurement framework defines the outcome you are after, the KPIs that evidence it, and a metric tree linking product measures to business results, with an instrumentation spec your analytics team can implement. You prove an initiative worked by agreeing those measures before it starts, which is the step most programmes skip.
Can you run a workshop without a full strategy project?
Yes, and plenty of engagements are only that. A half-day or multi-day session designed around the decision you need made, facilitated in person or remotely across North America. The three we run most are executive alignment on where an AI budget goes, innovation workshops that open up new product lines, and public or stakeholder consultation.
Do you present to our executive team on what is happening in our market?
Regularly, and it is often the whole engagement. We deliver executive sessions on what is happening at the leading edge of your category: which technologies are real, what competitors have committed to, and what customers are responding to. Written for people making investment decisions rather than for a research audience.
How do I get my leadership team to agree on one direction?
By finding out where they actually disagree before putting them in a room. We interview every team that owns a piece of the experience, write the disagreements down rather than smoothing them over, and design the session that settles them. People say things to an external party with no internal career stake that they will not say to each other.
How do I stop a strategy becoming a deck nobody uses?
Have the delivery leads help set the direction rather than receive it, so they defend it in planning meetings you are not in. Keep the person who did the research in the room when it is decided. And make each phase produce something actionable on its own, rather than banking everything on a final readout.
Can we just use AI to write our strategy?
You can, and so can your competitors, from the same models trained on the same public material. What comes back is the consensus view of your category. What it cannot tell you is which of your own teams will quietly decline to deliver the plan, or whether your customers want the thing at all. We use AI to shape the questions, then answer them with the people the strategy depends on.
Can you keep a transformation confidential while you research it?
Yes. Stakeholder and customer research can run anonymously, so a restructure, a new service model, or a product direction you have not announced never becomes public. Participants are screened and briefed without your name attached where that matters.
What strategy projects has PH1 delivered, and for whom?
A 2030 retail format for Bell Canada, mapped as strategic foresight and blueprinted. The customer experience roadmap for Simon Fraser University across faculties and administrative teams. Service design, journey mapping and measurement for TransLink. Service design and measurement for BC Ferries. AI website strategy for GMR through DotDotDash. Similar work for Mozilla, TELUS and Northbridge Financial.
How long does a strategy engagement take and what does it cost?
Most start within two weeks of a signed agreement, because the first phase is stakeholder interviews rather than recruitment. If it is a rush, we can get you initial insights within 10 days. A standalone workshop schedules faster. Full programmes run in phases over months. Cost depends on deliverables and how many stakeholder groups have to agree, and each expertise page carries its own range.