Map the journey. Fix the step where money leaks.
Journey research and analytics that find the moments costing you customers, then fix them.
One call with a senior engineer. A straight answer on what it would take.
Where you are. Where you’ll be.
You need this if
- You know customers are leaving but not where or why
- CX decisions are driven by opinion
- Satisfaction scores are flat despite investment
What changes for your business
- Drop-off points identified and quantified
- CX investments prioritized by revenue impact
- Measurable gains in conversion, retention and satisfaction
What we hand over
- Customer research and journey mapping
- Funnel and behavioral analytics
- Prioritized improvement backlog
- Experiment design and measurement
What it is
Customer experience (CX) strategy defines how a company wants customers to experience it across every channel, and CX design improves the specific journeys, such as buying, onboarding, support and renewal, where customers struggle or leave. Done well, it is measured in retention and conversion, not satisfaction scores alone.
We combine customer research with behavioral analytics to map end-to-end journeys, quantify drop-off and effort at each step, and prioritize fixes by revenue impact. Then we design and test the improvements, so CX becomes a measured program instead of a set of opinions.
- Why now
- 70% average documented online shopping cart abandonment rate. Baymard Institute (opens in a new tab)
- Last reviewed
How it runs
- 01
Diagnose
Typically 2–4 weeksWe map the problem, your data and your systems, and agree the one number that defines success.
- 02
Prove
Typically 4–8 weeksA working pilot on your real data, measured against that number. Not a slide demo.
- 03
Ship
Scoped to the outcomeProduction build with security, monitoring, cost controls and documentation included, not upsold.
- 04
Run
Ongoing, optionalWe operate what we built against clear service levels, or train your team to. Your call. No lock-in.
Questions you’ll ask
- How do you find where customers drop off?
- By combining behavioral analytics from your digital channels with service data and interviews. Analytics show where people leave; research explains why. Both are needed to fix the right thing.
- How do you prioritize CX improvements?
- By estimated revenue or cost impact against effort. A fix to a step thousands of customers hit every day usually beats a redesign of a rarely used page.
- How do you prove changes worked?
- Each change ships with a metric and, where possible, an experiment or before-and-after comparison. Results are reported against the numbers agreed before the work started.
Sound familiar? Let’s fix it.
One call with a senior engineer. You’ll leave with a straight answer on what it would take.
Let's Build Together