The challenge
Most CX strategies are a collection of good intentions with no owner, no number and no teeth. They inspire a town hall and then dissolve the moment quarterly pressure returns.
How I approach it
A clear path to a usable result
01
Tie experience to the P&L
We define the experience ambition in terms of the commercial outcomes it must drive — churn, ARPU, cost-to-serve — so it survives contact with the finance team.
02
Design the operating model
Ownership, governance and decision rights for CX so the strategy has a home and a heartbeat, not just a slide.
03
Sequence the roadmap
A prioritised 12-month roadmap that front-loads visible wins to build belief and momentum.
What's included
Deliverables
Experience ambition tied to P&L targetsCX operating model & ownershipPrioritised 12-month CX roadmapGovernance and decision rightsExecutive alignment session
Typical timeline
3–5 weeks
Engagement
Strategy engagement
Proven outcomes
What this has delivered
Signed-off results from comparable engagements — not projections.
$80M
Programme grounded
P&L
Linked CX targets
1
Clear owner
Frequently asked
Give CX a strategy with teeth
If your experience ambition keeps losing to quarterly pressure, let’s build a strategy the board will back.