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Diagnostic

CX Systems Diagnostic

Find the source of customer friction across teams, systems, ownership, and handoffs.

Diagnostic

Lifecycle Risk Review

Learn which customer signals matter, who should respond, and what to improve before renewal risk becomes urgent.

Diagnostic

CRM Workflow Audit

Find where CRM workflows, data, automation, and ownership get in the way of customer work.

Free toolsBrowse all six

Free CX and AI Tools

Use six free tools to evaluate AI use cases, map handoffs, sort feedback, review CRM data, and plan service recovery.

Free tool

AI Use Case Stress Test

Identify readiness gaps, ownership questions, failure points, and the smallest useful AI test.

Free tool

CX Handoff Mapper

Map a customer journey across people, teams, and systems to find weak handoffs and missing owners.

Free tool

AI Evaluation Builder

Turn an AI task and its failure modes into a rubric, test cases, reviewer rules, and stop conditions.

Free tool

CRM Data Health Sampler

Review a CSV sample for missing values, duplicates, inconsistent formats, and fields that may not support the workflow.

Free tool

Service Recovery Planner

Turn a customer failure into a recovery plan with clear ownership, timing, communication, and follow-up.

Experience design

AI Customer Experience Design

Design AI experiences with clear roles, trustworthy context, human judgment, safe recovery, and measurable outcomes.

Customer problem

User Adoption Fatigue

Find why people verify, correct, or bypass a workflow, then fix the work before asking for more adoption.

Customer problem

Executive Misalignment

Turn competing priorities into a clear decision, accountable ownership, and a practical operating sequence.

Workflow guide

Salesforce Tracing

Follow customer work through Salesforce records, automation, ownership, handoffs, and outcomes.

Workflow guide

Cross-Functional Handoffs

Find where customer context, ownership, or urgency gets lost between teams and systems.

Workflow guide

Service Escalation Maps

Map the conditions, ownership, authority, context, and response needed before a service issue becomes a failure.

Workflow guide

AI-to-Human Routing

Design routing around clear boundaries, safe pauses, useful context, human authority, and accountable outcomes.

AI tooling

AI Copilot Design

Bring trusted context into real workflows, support better decisions, and keep people accountable for the outcome.

AI tooling

PII Scrubbing for AI Workflows

Reduce unnecessary personal data in AI workflows with clear boundaries, tested transformations, and accountable review.

AI tooling

Prompt Injection Controls

Reduce prompt injection risk with clear trust boundaries, limited permissions, enforceable policy, and adversarial testing.

Start here

Fit Check

Find out whether your customer experience, CRM, or AI initiative is ready for a useful next step.

Contact

Contact Matt Rabah

Share a customer experience, lifecycle risk, CRM workflow, or AI readiness problem and get a direct response.

Product · CX on Location

The experience starts before the front door.

A customer books an appointment online, arrives on time, and learns the location cannot see the booking. The app worked. The visit did not. CX on Location connects preparation, physical space, frontline service, digital touchpoints, systems, and follow-up so the complete visit works as one experience.

Start a fit checkSee what you receive

Where it breaks

On-site friction grows in the gaps between owners.

People experience one visit. The organization may divide it across facilities, operations, digital, security, accessibility, service, and technology. Customers feel every gap.

01

Arrival depends on inside knowledge

Parking, entrances, hours, documents, timing, check-in, security, accessibility, and what to expect are unclear until someone reaches the site.

02

The environment does not explain the service

Signs, layout, zones, kiosks, counters, displays, and staff presence do not make the next step easy to understand.

03

The queue hides what is happening

People wait without knowing their place, expected time, priority, status, alternatives, or whether another channel could help.

What teams receive

Leave with a location experience teams can run.

The outputs connect the physical concept to the customer journey, frontline service, digital and system requirements, operating readiness, and measures after launch.

  1. 01

    Location experience direction

    Priority people and visits, intended outcome, service rules, channel role, accessibility and safety commitments, constraints, and design implications.

  2. 02

    Journey and service blueprint

    Preparation, arrival, navigation, waiting, interaction, handoffs, departure, follow-up, visible touchpoints, backstage work, systems, owners, and exceptions.

  3. 03

    Environment and operating requirements

    Zones, wayfinding, information, accessibility, privacy, tools, queues, service roles, staffing, training, data, workflows, escalation, and recovery.

  4. 04

    Readiness and measurement plan

    Pilots, walkthroughs, accessibility testing, service rehearsals, acceptance criteria, owners, launch readiness, outcomes, incidents, and review cadence.

How the visit moves

Follow the experience from preparation through follow-up.

Trace real visits, including exceptions, across every channel and operating layer involved. The work should show what people need and where responsibility changes.

  1. 01

    Prepare

    Can the person arrive ready?

    Search, website, booking, directions, eligibility, documents, timing, cost, transportation, language, accessibility, reminders, and alternatives.

  2. 02

    Navigate

    Can people understand where they are in the process?

    Wayfinding, zones, queue, priority, status, time, seating, privacy, amenities, staff, digital tools, accommodations, and exceptions.

  3. 03

    Continue

    Is the outcome clear after the person leaves?

    Confirmation, instructions, records, fulfillment, follow-up, status, support, feedback, unresolved work, another channel, and proof of completion.

What to examine

Observe the visit and the work that makes it possible.

Floor plans and satisfaction scores show only part of the experience. The evidence should include what customers, employees, systems, and the environment do in real conditions.

Customer and visitor context

Purpose, expectations, urgency, prior knowledge, language, mobility, sensory and cognitive needs, companions, privacy, trust, and the cost of failure.

Environment and accessibility

Routes, entrances, layout, signs, lighting, sound, seating, reach, privacy, restrooms, media, kiosks, emergency information, and assistive support.

Customer and operating outcomes

Completion, resolution, effort, access, safety, trust, wait, abandonment, repeat visits, rework, capacity, incidents, and uneven outcomes.

Design with the people who face the barriers

Standards and audits matter, but they do not replace participation and observation. Include people who experience physical, sensory, cognitive, communication, language, safety, privacy, and service barriers.

When it fits

Use CX on Location when the place and service must improve together.

This work fits a consequential store, branch, clinic, venue, campus, workplace, service center, or other physical site. It is not the right fit for a cosmetic renovation when staffing, process, information, accessibility, or service behavior cannot change.

Start a fit check

Related paths

Choose the next step based on where the visit breaks.

Experience Foundations

Several locations, channels, or teams need shared customer, journey, ownership, and measurement decisions before site-specific work begins.

Explore Experience Foundations

Digital Experiences

Search, booking, preparation, check-in, queue status, self-service, or follow-up must connect to the visit.

Explore Digital Experiences

CX Systems Diagnostic

On-site friction crosses teams, systems, policies, service rules, ownership, or handoffs and the operating cause is still unclear.

Explore CX Systems Diagnostic