consulting-b2b

Modular Solutions for B2B CX

We tailor components to journey complexity and feedback volume.

Client Success Managers improving retentionExperience Teams seeking insight depthB2B Leaders unlocking growth through service excellence

Deep insight diagnostics

We uncover hidden friction and feedback patterns.

Rigorous journey analysis

Workshops synthesise data into clear improvement priorities.

Transformation implementation

Rollout delivers measurable experience enhancement.

Explore Components Review Process

Program Summary

Elevating B2B customer experience through rigorous audit

Teams receive custom reports, analysis and plans.

Meet Analysts

Delivery Framework

Four Primary Phases

Structured progression ensures measurable insight.

Phase 1

Journey Friction Audit

Mapping and prioritisation of pain points.

Phase 2

Transformation Planning

Roadmap design with quick wins and long-term change.

Phase 3

Activation & Measurement

Implementation support and impact tracking.

Phase 4

Feedback Synthesis

Comprehensive collection and thematic analysis.

Current State Impact

Without rigorous insight, B2B service typically sees...

  • Low visibility of impact: Experience issues not linked to retention or revenue.
  • Reactive improvement: Changes made only after major complaints.
  • Siloed initiatives: Departments optimising locally without journey view.
  • Fragmented feedback: Multiple sources not synthesised into actionable insight.
Whiteboard mapping fragmented touchpoints and inconsistent service delivery

Service Catalog

Customer Feedback Synthesis

Outcome: elevated B2B customer experience driving loyalty and growth

Access Information

Journey Friction Analysis

Outcome: elevated B2B customer experience driving loyalty and growth

Access Information

Experience Transformation Plan

Outcome: elevated B2B customer experience driving loyalty and growth

Access Information

Quantifiable Gains

Typical Improvements

Tracked metrics validate insight effectiveness.

Review Cases

Higher client satisfaction

Reduced friction across journey stages.

Improved retention

Stronger relationships and lower churn.

Revenue growth

Experience driving expansion and referrals.

Frequently Asked Questions

Common inquiries from B2B service leaders on CX audit.

Core insights typically within 8-12 weeks.

Your team receives full roadmap and support.

Integrated view available upon request.

Surveys, interviews, support tickets, CRM notes.

Establish Insight Early

Book Initial Assessment

Submit feedback overview. We prepare insight agenda.

Submit Information Speak with Analyst

48 hours

Typical start

4 phases

Insight building

100%

Analytical