“Today’s customer experiences are tomorrow’s value and growth.”
— Alex Allwood
Customer Experience Strategy Consulting for Customer Value, Retention and Growth
Coming Soon...
My third business book explores one of the biggest challenges facing organisations today: customer retention and churn in the AI era. Drawing on executive interviews, industry research and a decade of consulting experience, the book examines value erosion, customer silence, churn leakage and how AI is accelerating switching behaviours. The commercial consequence is a shrinking window to influence customer decisions, with growing implications for retention, revenue and growth.
Customer Experience Strategy Consulting
Diagnose the “why” behind behaviour
Through qualitative, customer-led research and analysis, we identify the root causes of friction in your customers' journey (the 'why' behind behaviour) that NPS & CSAT metrics don't surface.
Align cross-functional leaders and teams
Mapping the customer journey framework visualises the evidence that guides cross-functional decisions, connects fragmented journeys, breaks down silos and aligns teams to fix the issues that matter most.
Move forward with executive confidence
Journey insights, a unified customer journey framework and an action plan that fuels prioritisation, de-risks investment and drives measurable CX uplift and business performance.
Strategic Customer Experience Intelligence: 8 Week Program
Actionable customer journey intelligence in 8 weeks
From qualitative research, journey insights and mapping the customer journey framework, to the delivery of an executive-level, prioritised action plan.
Integrated data—triangulated CX evidence
Integrated qualitative research, VoC metrics and ops data mapped into a unified customer journey framework—provides a single source of truth to inform CX strategy and decision-making.
Identifying the root causes of customer friction
Diagnose the root causes of customer friction obscured by CX metrics—reduce duplication of effort, mitigate risk and lower operational costs.
AI-ready opportunities
Strategic journey insights that identify high-impact AI opportunities to improve your customers' experiences and optimise workflows.
First-fix momentum
Prioritised quick-CX-wins that enable working teams to deliver tangible value to customers and the business while longer-term innovation priorities take shape.
Proven expertise
Customer strategy, journey frameworks and team alignment. Known for connecting CX, ops complexity and strategic priorities to deliver performance.
Book a Discovery Call with Alex Allwood
Discovery Introduction
30-minute introductory discussion to explore our consulting services fit for your business needs.
Journey Intelligence
60-minute presentation: Customer Journey Intelligence 8-Week Sprint delivery + client case studies + Q&A.
Events & Workshops
30-minute briefing session to explore your event's aims, ideas and learning outcomes for your teams.