Services

Each engagement has a fixed scope, a set duration and a fee agreed in writing before work starts. Most clients begin with the Health Check.

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CX Health Check

The place to start. A fixed-fee review of how customers move through your business after they order, and where the small things go wrong.

Duration
About 2 weeks
Fee
Fixed, quoted after a call
Start with a Health Check

Confirmed in writing after a short call.

What you get

  • A review of the post-purchase customer journey

  • Analysis of support contacts, reviews and returns

  • Five stakeholder or customer interviews

  • A prioritised 90-day fix list

  • Agreed measures, so you can see what changes

Journey Teardown Workshop

One critical journey, mapped with your team in a half-day workshop.

Duration
Half a day
Fee
Fixed, quoted after a call

What you get

  • One journey mapped end to end

  • A top-10 list of friction points

Support and Automation Tune-up

Your helpdesk, AI agent and the workflows around them, reviewed and tested against real customer questions.

Duration
About 2 weeks
Fee
Fixed, quoted after a call

What you get

  • A review of helpdesk setup, macros and AI agent guidance

  • A test set of real customer questions, with results

  • Handover rules between the AI agent and your team

  • A one-page runbook your team can keep

Fix and Embed Project

Scoped after the Health Check. Redesign of the scripts, flows, service standards and KPIs that the Health Check points to.

Duration
Scoped after the Health Check
Fee
Fixed, quoted after the Health Check

What you get

  • Redesigned scripts and flows

  • Service standards

  • KPIs, and a way to track them

CX self-check

Ten questions to find where your customers go quiet. One page, free to download.

Download the self-check

Start with a short conversation

Tell me what is not working for your customers. I will say how I can help, and whether a CX Health Check is the place to begin.

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