01
CX Systems Diagnostic
Find where customers get stuck between teams and systems. Then decide what to fix first.
Explore the systems diagnosticCX without the BS.
Fix the systems behind customer friction.
Your customers repeat themselves. Onboarding stalls. Your team works around tools nobody trusts. Sound familiar? I’ll help you find what’s really causing it and decide what to fix first, with real owners and a plan you can use.
Enterprise systems and platforms
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CX in 2026
Teams think it's getting better. Customers don't.
That gap is where the work is. Most of it isn't a technology problem. It's what happens between teams, systems, and the moment a customer needs help.
66% vs 17%
66% of CX practitioners believe experiences are improving. Only 17% of consumers agree.
44%
of customers had to give the same information more than once during their last interaction.
30–40%
of departments don't act on CX recommendations. An insight nobody acts on is just a report.
7%
of consumers forgive AI more than they forgive a person. Get the AI handoff wrong and they'll notice.
Source: Medallia, The 2026 State of Customer Experience Report (552 CX practitioners, 1,522 consumers, and 600+ enterprise CX programs).
Diagnostic Services
Start with the problem, not the platform.
New software won’t fix a broken handoff. Each diagnostic answers two questions: what’s really causing the problem, and what should you fix first?
02
Lifecycle Risk Review
Spot where onboarding stalls and accounts go quiet, while there’s still time to act.
Explore the lifecycle review03
CRM Workflow Audit
Find the workarounds and the data nobody trusts. Leave with a cleanup plan your team can actually run.
Explore the CRM audit04
AI Service Readiness Review
Is the workflow ready for AI? Find out, and decide where people need to stay in the loop.
Explore AI readiness
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Common questions
What to expect from a diagnostic.
Timing, access, deliverables, and what happens after. No surprises.
How long does a CX Systems Diagnostic take?
Usually three to four weeks. That covers everything from the first interviews to the decision brief you’ll use to sequence the work.
What do you need from our team?
Less than you’d think. Access to your CRM workflow maps, conversations with key people in CS, Sales, and Product, and anonymized records of customer touchpoints.
What if our leaders don’t agree?
That’s more common than you’d think. I trace customer friction across team lines and bring back evidence. It’s a lot easier to agree on who decides what when everyone’s looking at the same facts.
What happens after the brief?
You get a plan in the right order, with clear owners. Run it with your own team, or bring me in to help rebuild the workflows. Your call.
FitCheck™ · Free decision brief
Before you fund the solution, check the fit.
Not sure where to start? Tell me what’s going on. I’ll read your answers myself and recommend the smallest useful next step. That might be a free resource, something your team can handle on its own, a diagnostic, or a conversation about implementation.
- A real person reviews the problem, the evidence, who owns it, and whether you can act on it.
- A short decision brief with the likely constraint and one useful next step.
- Advice you can keep, even when the answer is that you don't need a consultant yet.