Are you actually delivering the experience you think you are?
Most organizations are confident in the experiences they deliver. Few have evidence.
A CX audit cuts through assumptions to reveal how customers truly move across your channels, teams, and systems. It exposes hidden friction, broken handoffs, and misaligned priorities that quietly erode trust, efficiency, and growth.
This isn’t another survey or scorecard. It’s a reality check. One that gives leaders a shared view of what’s really happening and where to focus next to stop leaking value and start improving with intent.
You Know What’s Broken. Now Make It Work.
A CX audit shows where experience is breaking down. JourneyOps turns that insight into measurable results.
By assigning journey ownership, aligning teams, and tying improvements to the right metrics, JourneyOps helps organizations reduce friction, eliminate waste, and focus investment where it drives the greatest return.
This is how customer experience stops being a cost center and starts performing like a growth engine.
Specialized Capabilities
Audience recruiting
Targeted participant recruitment to validate findings, test assumptions, and close critical insight gaps identified during a CX audit.
Journey mapping
Journey maps used as operating tools, not artifacts — designed to expose ownership gaps, handoffs, and decision points required for execution.
Research
Qualitative and quantitative research, including customer interviews, usability testing, A/B testing, and experiment design. Used to deepen understanding of journey pain points, evaluate solutions, and reduce risk before scaling changes.
Facilitation
Executive and cross-functional facilitation to align teams, make tradeoffs explicit, and accelerate decisions needed to move from insight to action.
Who This Is For
Growing and transforming organizations
Product and service teams carrying the CX load
Organizations ready for CX but no CX department
Customer experience has become critical, but ownership is unclear. Teams are doing their best, yet issues persist across sales, onboarding, service, and support. CX audits provide clarity; JourneyOps supplies the structure and leadership needed to move forward without creating a new function overnight.
CX lives inside product, marketing, or operations — often as a side responsibility. Experience improvements compete with delivery deadlines, and insights struggle to turn into sustained change. JourneyOps helps these teams prioritize journeys, align stakeholders, and deliver impact without burning out the organization.
Leadership knows experience matters, but hiring a full CX team feels premature or risky. Consulting fills the gap by providing audits, structure, and operating models that scale with the organization and can eventually be internalized.
Start With Clarity
If you’re unsure where your customer experience is breaking down — or how much it’s costing you — a CX audit is the right place to start.
It creates a shared view of reality, identifies where to focus, and sets a clear path toward execution through JourneyOps.