Business Consulting

Co-Defining Customer Strategies You Can Defend, Prioritize, and Execute Flawlessly

Define your customer experience direction, evaluate key design choices, surface risks, and generate a clear roadmap aligned to your business model and goals.

Answer focused questions across journeys, engagement, service design, personalization, and operating complexity. Your inputs are translated into a clear strategy summary, recommendations, risks, and prioritized next steps.

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Built from real-world customer experience strategy patterns across retail, travel, financial services, and engagement programs. Creates a strategy foundation typically developed in consulting engagements.

The Output You'll Receive

Clear, actionable outputs that move you from ideas to a strategy stakeholders can align on.

Curated CX Use Cases
Key Customer Experiences Relevant For Your Industry
Strategic Recommendations
Actionable next moves based on your experience design choices.
Roadmap Guidance
Guidance on what to prioritize now, what to sequence next, and what to defer.
Vision + Strategic Pillars
A clear articulation of your CX direction and value proposition.

How It Works

A simple strategy flow for business users and CX teams.

1
Answer Key Strategy Questions
Provide input across journeys, touchpoints, engagement mechanics, and constraints.
2
Industry Best-Practices Built-In
The framework evaluates tradeoffs and surfaces risks tied to your design choices.
3
Get Your Initial Roadmap
Review your CX north star, strategic pillars, recommendations, priorities, and roadmap guidance in one place.

Playbooks We Offer

Each playbook is a facilitated strategy workshop with its own questions, rules, and outputs—so you can run the right assessment for the initiative in front of you.

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Emotional Loyalty Value Proposition
Discovery + workshop motion to define the loyalty north star vision, value proposition, capability gaps, use cases, and Salesforce products to achieve a client’s emotional loyalty and member-experience goals. Deliverables from this playbook will inform enterprise architecture and program-design follow-up.
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Playbook
CX Transformation
Discovery + workshop motion to define the future vision, gaps, uses cases, and Salesforce products to achieve a clients CX business goals. Deliverables from this playbook will informs an enterprise architecture followup.
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Playbook
Lead Management v2.0
Discovery and Workshop motion for defining a transformation path from simple lead management to an AI era lead-to-revenue vision. This session will help identify: process gaps, use cases, and technical capabilities needed to achieve a lead-to-revenue vision. Deliverables from this playbook will inform an enterprise architecture follow-up.
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Playbook
Loyalty Lite Marketing Playbook
Marketing Cloud performance acceleration playbook than combines the power of triggered marketing journeys and loyalty promotions to create truly compelling marketing experiences without the need for a full fledged loyalty program or migration of an existing program to Salesforce.
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Playbook
Loyalty Partnerships
Run the Loyalty Partnerships strategy assessment.
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Playbook
Migration To Data Cloud
Run the Migration To Data Cloud strategy assessment.
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Playbook
Procurement Strategy + Cost Takeout
Run the Procurement Strategy + Cost Takeout strategy assessment.
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Playbook
Revenue Modernization / Quote to Cash
This playbook serves as a repeatable, multi-session discovery guide for conducting high-impact Quote-to-Cash (Q2C) workshops with enterprise clients. It is designed to support Agentforce Revenue Management (formerly Revenue Cloud) selling efforts.
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Playbook
Sales Transformation
In-depth, guided discussion through the full sales cycle experience, surface gaps between defined processes and lived experiences, Understand how teams support (or slow) the deal cycle, Identify the metrics that matter most to reps, managers, and execs, and Translate findings into a future-state vision
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Playbook
Service Transformation
Discovery + workshop motion to define the future service vision, experience gaps, use cases, and Salesforce products to achieve a client’s service and support business goals. Deliverables from this playbook will inform an enterprise architecture follow-up.
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Playbook
Test - Playbook - Pete
Alternate Lead Management workbook
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Playbook
Transformational BVS Discovery
Management Consulting-level business value discovery playbook
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Turn CX ideas into a structured strategy

Pressure-test experience design choices before committing to journeys, engagement, service model decisions, and long-term complexity.

Run a New Playbook
No prep required. Guided step-by-step.