consulting-b2b
Journey Friction Analysis
Usm Grid Stream applies analytical depth to B2B experience, delivering systems for loyalty growth.
Approach
Insight sessions with friction reviews
Deliverable
Journey analysis and transformation
Ownership
Service teams with specialist support
Engagement Scope
Programmes deliver feedback synthesis, friction analysis and transformation planning tailored to B2B service leaders.
- Feedback Diagnostics
Collection and synthesis across sources. - Journey Assessment
Touchpoint mapping and friction identification. - Impact Analysis
Linkage to satisfaction and revenue metrics. - Prioritisation Check
Ranking by business value and feasibility.
Core Deliverables
Outputs enable insight-driven experience improvement.
- Customer Feedback Synthesis Report
- Journey Friction Analysis
- Experience Transformation Plan
Delivery Process for CX Excellence
Planning
Transformation roadmap rollout.
Synthesis
Feedback consolidation and theming.
Assessment
Current feedback and journey review.
Analysis
Friction identification and impact.
Sustainability Resources
Materials ensure ongoing experience insight.
- Leadership insight presentation
- Journey guide
Readiness Indicators
Progress across insight, friction reduction and impact.
- Capability: teams can explain the new way of working.
- Assets: templates, briefs, and dashboards are versioned and shared.
- Cadence: recurring ceremonies lock in the habit.
Signals we monitor
- Feedback synthesised
- Friction eliminated
- Transformation delivered
Insight-Driven Progress
Each milestone reveals actionable experience opportunities.
“Rigorous CX audit has uncovered growth points we never saw before.”
Program Components
Diagnostics, synthesis, analysis and planning form insight track.
Friction Sessions
Deep journey pain point mapping.
Measurement Training
Tools for ongoing tracking.
Insight Workshops
Uncovering hidden experience patterns.
Key Performance Signals
Higher satisfaction
Feedback synthesis
Growth impact
Transformation plan
Reduced friction
Journey analysis
We monitor satisfaction improvement and retention impact.
Discuss Journey Friction Analysis
Share context about current initiatives and we will suggest the right sprint format.
Talk to us