This week marks the launch of my new consulting service: Qualitative Research-Driven Customer Journey Intelligence — supported by the rollout of my newly branded website.
The consulting service helps organisations move beyond strategic metrics like NPS and CSAT to uncover evidence-based insights that explain the why behind customer behaviour.
In just 8 weeks, the program conducts in-depth customer interviews, diagnoses the root causes of friction, triangulates findings with operational and business data, and maps customer journey insights into a unified framework. The result is an actionable plan that aligns teams, prioritises fixes, and drives measurable CX impact.
Why This Matters
For many organisations, VoC metrics identify high-level customer pain points — but they don’t explain the reasons behind them. Customer Journey Intelligence goes deeper, combining qualitative, customer-led research with operational and business data to reveal unmet needs, goals, and moments that matter. The result: leaders can prioritise fixes, de-risk investments, and make better strategic decisions.
How It Was Developed
The offer was shaped through a structured, three-step development process:
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Deep Client Needs Analysis: Drawing on a decade of feedback, VoC data, and team insights to define robust client personas that reflect real needs, goals, and expectations.
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Competitive Market Analysis: Leveraging GPT-5 as an analytical tool to explore opportunity spaces, pressure points, and competitor value propositions across short- and mid-term horizons.
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Collaborative Proposition Design: Co-designing proposition statements, positioning, and pricing with stakeholders, then stress-testing them with targeted prompt frameworks to validate and refine.
The Benefit for Leaders
Customer Journey Intelligence gives leaders a clear line of sight from customer voice to business value. It helps align teams around evidence-based priorities, accelerates decision-making, and ensures CX investments deliver impact where it matters most.