Actionable, Insight-Rich Customer Journey Intelligence
Actionable, Insight-Rich Customer Journey Intelligence
Actionable, Insight-Rich Customer Journey Intelligence
“What started as a client journey mapping initiative has evolved into something that is at the core of how we want to service our clients. The program has created deep understanding coupled with rich insight that we could operationalise.”Chief Customer Officer, global SAAS company
Consulting Services Approach
Human-centred. Evidence-led. Impact-driven.
Our consulting approach uses a qualitative, research–driven approach to uncover what your CX metrics can’t tell you—the real reasons behind friction, drop-off, and unmet customer needs.
Our methodology is human-centred; every project is grounded in customer-led qualitative research, thematic and root cause analysis, triangulated with CX metrics and ops data and customer journey mapping.
In an 8-week sprint, we’ll deliver a unified customer journey framework and action plan; the approach aligns teams, guides investment decisions and drives CX improvements that deliver measurable value.
Connection, communication, and co-design are at the heart of our client partnerships. We customise our approach to reflect your organisation’s unique context and strategic priorities, ensuring solutions fit and scale.
Qualitative, Research-Driven Customer Journey Intelligence
Human-Centred Insight. Team Alignment. Actionable Strategy
Our 8-Week Sprint Delivers:
1. Qualitative customer journey research study
- In-depth, qualitative customer journey research
- Root cause and thematic analysis to identify causes of friction, unmet needs, pain points and moments-that-matter.
+ Rich journey insight into your customers’ behaviour drivers, providing clarity on what’s driving your CX scores and feedback.
2. Unified customer journey framework and insights
- Triangulate qualitative journey insights, VoC and operational data
- Map the customer journey using the triangulated data
- Design the unified customer journey framework
+ Unified customer journey framework of the end-to-end customer experience, backed by both qualitative and quantitative data.
3. Action plan of first-fix and high-impact AI opportunities
- Prioritisation of CX improvements that align with your strategic goals
- Action plan of prioritised first-fix recommendations and high-impact AI opportunities
+ Alignment and action plan on where to invest for maximum CX impact and business value.
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 next event's aims, ideas and team learning outcomes.
"Alex was fantastic at connecting our customer journey insights to our culture development, demonstrating how we can collaborate as one team to be a truly customer-centric organisation."Chief Experience Officer, Australia’s fastest-growing tourism group
