Experience Intelligence Services

The Experience Intelligence Assessment™ is designed for organizations that want a clearer, outside-in view of what customers are actually experiencing. Many businesses believe they understand the customer journey, but the real experience often looks different once you review the touchpoints, communication, handoffs, follow-up, and feedback from the customer’s perspective.

This assessment helps identify where the customer experience is strong, where friction exists, and which improvements should be prioritized first. It combines journey review, customer feedback analysis, service evaluation, and practical recommendations into one focused engagement.

This package is best for businesses that:

• Have customer feedback but are unsure what to do with it
• Feel like their customer experience is inconsistent
• Want to improve retention, satisfaction, reviews, or referrals
• Need an outside perspective on the customer journey
• Are preparing to improve onboarding, service, sales follow-up, or customer communication
• Want a clear action plan before investing in larger customer experience initiatives

What we review:

We evaluate the key moments that shape the customer experience, including first impressions, website experience, inquiry process, sales communication, onboarding, service delivery, follow-up, support, escalation, and post-sale engagement.

Depending on the business, this may include reviewing the website, contact forms, phone experience, email communication, sales process, customer onboarding materials, support flow, review patterns, and customer-facing messaging.

What is included:

• Customer journey review
• Touchpoint and friction analysis
• Experience scorecard
• Review of available customer feedback
• Service and communication evaluation
• Competitive or industry benchmark observations
• Identification of customer pain points
• Prioritized improvement recommendations
• Leadership-ready summary of findings

What you receive:

At the end of the engagement, you receive a clear assessment of the current customer experience, including what is working, what is creating friction, and what should be improved first. The final deliverable is designed to be practical and easy to act on, not an overwhelming strategy document that sits unused.

Deliverables may include a current-state journey map, experience scorecard, friction point summary, customer signal summary, prioritized recommendations, and a practical next-step roadmap.

Typical outcomes:

• A clearer understanding of the customer journey
• Identification of experience gaps and service breakdowns
• Better visibility into customer pain points
• A prioritized list of improvements
• Stronger alignment between leadership, sales, service, and operations
• A foundation for future Voice of Customer, advocacy, or service excellence work

The AI-Powered VOC Analysis package helps organizations turn customer feedback into clear themes, insights, and recommendations. Many businesses collect feedback through surveys, reviews, support tickets, interviews, call notes, emails, or open-ended comments, but they often lack the time or structure to analyze it consistently.

This package uses AI-enabled analysis combined with human interpretation to identify what customers are saying, what they are feeling, where they are experiencing friction, and what opportunities may exist to improve the customer journey.

This package is best for businesses that:

• Have customer feedback but no clear analysis process
• Want to understand common themes across surveys, reviews, or support tickets
• Need insight into customer frustration, satisfaction, or churn risk
• Want leadership-ready summaries of customer sentiment
• Need faster analysis of large amounts of open-ended feedback
• Want to identify patterns before launching a larger customer experience initiative

What we analyze:

We can review a range of customer feedback sources, including survey responses, online reviews, interview transcripts, support tickets, call transcripts, customer emails, chat logs, renewal notes, cancellation reasons, and open-ended feedback.

The goal is not just to summarize the feedback, but to identify patterns that can guide business decisions.

What is included:

• Review of available customer feedback sources
• AI-assisted theme and sentiment analysis
• Human review and interpretation of findings
• Identification of recurring pain points
• Analysis of customer needs, frustrations, and expectations
• Churn risk and loyalty signal identification
• Opportunity areas for service, product, communication, or process improvement
• Leadership-ready summary of insights and recommendations

What you receive:

You receive a clear Voice of Customer insights report that organizes customer feedback into meaningful themes. The report highlights what customers are saying most often, what issues appear to matter most, and which opportunities deserve attention.

Deliverables may include sentiment themes, pain point categories, customer quote examples, emerging risks, opportunity areas, executive summary, and recommended next steps.

Typical outcomes:

• Clearer understanding of customer sentiment
• Faster insight from large amounts of feedback
• Better visibility into recurring complaints or friction points
• Identification of customer needs and expectations
• Insight into possible churn risks or loyalty drivers
• Practical recommendations for improving the customer experience

The Customer Advisory Board Program helps organizations build a structured way to gather strategic feedback from their most important customers. A strong customer advisory board gives companies direct access to customer perspectives, market insight, relationship-building opportunities, and executive-level feedback.

This package is designed to help you create a customer advisory board that is thoughtful, valuable, and aligned with your business goals. It is not just a meeting. It is a structured customer engagement program that helps strengthen relationships and turn customer insight into action.

This package is best for businesses that:

• Want deeper relationships with strategic customers
• Need direct customer input on products, services, strategy, or market direction
• Want to build a formal customer advisory board but do not know where to start
• Already have customer meetings but need more structure and follow-through
• Want customers to feel heard, valued, and involved
• Need a repeatable process for executive customer engagement

What we help build:

We help define the purpose, structure, audience, format, and operating model for the customer advisory board. This includes identifying the right type of customers to invite, clarifying what topics should be discussed, creating a strong meeting experience, and designing a follow-up process that keeps the program valuable after the meeting ends.

What is included:

• Customer advisory board strategy
• Program goals and success measures
• Ideal member profile
• Member selection guidance
• Invitation and communication approach
• Meeting agenda structure
• Facilitation planning
• Executive stakeholder roles
• Discussion topics and feedback questions
• Follow-up and action process
• Governance recommendations for future meetings

What you receive:

You receive a practical customer advisory board blueprint that can be used to launch or improve your program. The deliverables are designed to help your team move from idea to execution with clarity.

Deliverables may include a CAB strategy brief, member selection criteria, invitation language, agenda template, meeting structure, facilitation guide, feedback capture process, follow-up plan, and recommendations for ongoing program management.

Typical outcomes:

• Stronger relationships with key customers
• More structured executive customer engagement
• Better customer input on strategy, products, services, and experience
• Improved customer trust and loyalty
• A repeatable framework for future advisory board meetings
• A stronger connection between customer feedback and business decisions

Executive Briefing Excellence™ helps organizations improve the way they plan, host, and follow up on strategic customer meetings. Executive briefings are often high-value moments, but many companies treat them like ordinary meetings. Without the right structure, they can become presentation-heavy, internally focused, or unclear in purpose.

This package helps create a more intentional briefing experience that is centered on the customer, aligned with business goals, and designed to strengthen executive relationships.

This package is best for businesses that:

• Host executive customer meetings, briefings, business reviews, or strategic visits
• Want customer meetings to feel more polished, purposeful, and valuable
• Need better agenda structure and stakeholder alignment
• Want executives, sales, customer success, and subject matter experts to show up more prepared
• Need stronger follow-up after important customer meetings
• Want to create a repeatable briefing model for high-value accounts

What we improve:

We review the full executive briefing experience, including pre-briefing planning, customer goals, agenda design, internal preparation, executive roles, presentation flow, discussion structure, meeting facilitation, customer experience, and post-meeting follow-up.

The goal is to help your organization move from meetings that simply share information to briefings that create alignment, trust, and momentum.

What is included:

• Executive briefing strategy
• Briefing purpose and meeting objective framework
• Customer-centered agenda design
• Stakeholder role clarity
• Internal preparation process
• Presentation and messaging standards
• Customer discussion planning
• Follow-up process and ownership model
• Recommendations for improving the overall briefing experience
• Templates your team can reuse

What you receive:

You receive a briefing framework that helps your team plan and deliver more effective customer executive meetings. The deliverables give your organization a repeatable structure for preparing, hosting, and following up after high-value customer engagements.

Deliverables may include an executive briefing framework, agenda templates, internal prep checklist, stakeholder role guide, presentation standards, customer question guide, follow-up playbook, and recommendations for improving the briefing experience.

Typical outcomes:

• More focused and valuable customer meetings
• Better alignment between internal teams before briefings
• Stronger executive presence and preparation
• Clearer customer-centered agendas
• Improved follow-up and accountability
• A repeatable model for strategic customer engagement