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Fit Check™
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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.

Experience Foundations

Help your teams deliver one consistent customer experience.

Customers repeat themselves, get conflicting answers, or wait while teams pass the problem around. Cadence Lab helps you agree on what needs to change, who owns the work, and how to measure progress—before you invest in a new website, platform, location, or AI service.

Start a fit checkSee what you receive

When to hire us

The same problems keep crossing team boundaries.

This work helps when improving one team's part hasn't improved the customer's experience.

01

Customers get different answers

Your website promises one thing, the customer record says another, and staff have to explain the difference.

02

No one can fix the whole problem

Sales, product, service, and operations each own a piece. Decisions stall when the fix needs more than one team.

03

The next investment lacks a clear starting point

Research and journey maps exist, but teams still disagree about what customers need, what to fund, and what success looks like.

What you receive

A shared plan your teams can use.

Four connected deliverables turn customer research and team knowledge into practical decisions.

  1. 01

    Experience foundation

    A shared view of the customer problem, the steps that matter, and the experience you're working toward. It records service rules, dependencies, constraints, evidence, and assumptions.

  2. 02

    Decision guide

    Practical principles and examples for choices about service, design, policy, and technology—including tradeoffs and what falls outside the scope.

  3. 03

    Journey ownership map

    A map of who owns each step, who can make decisions, and where teams, systems, and handoffs need to change.

  4. 04

    Action and measurement plan

    What to change first, who will do it, and how you'll track customer and team results. It includes evidence gaps, review points, and reasons to change course.

How it works

Start with one real customer problem.

We follow it through the organization, agree on changes, and test the plan against a decision your team needs to make.

  1. 01

    Understand

    Find where the experience breaks.

    Agree on the problem, business impact, scope, and sponsor. Review customer evidence and follow the work through teams, systems, policies, and handoffs.

  2. 02

    Decide

    Agree on what needs to change.

    Set priorities, service rules, decision owners, and measures. Make constraints, disagreements, and unanswered questions clear.

  3. 03

    Test and maintain

    Use the plan on a live decision.

    Try it on a workflow change, service rule, design choice, or investment. Assign owners and review points so the plan changes as your team learns.

What we review

Look at the customer experience and the work behind it.

We bring together three kinds of evidence. The mix depends on the problem and what's available.

Customer needs

Research, feedback, complaints, and behavior show what people are trying to do and where they struggle. We consider differences in accessibility, language, context, trust, and support needs.

Team workflows

Frontline knowledge, queues, approvals, policies, and workarounds show how service really happens. We examine ownership, authority, incentives, and handoffs between teams.

Systems and results

Customer records, content, permissions, integrations, and automation show what information each step depends on. Measures such as completion, effort, retention, rework, and service quality help your team judge progress.

What the evidence can tell us

We'll make assumptions, gaps, and disagreements visible. A shared plan should help you make decisions without pretending every customer or situation is the same.

What if we already have research or journey maps?

They provide a starting point. We connect findings to decisions, owners, dependencies, and measures, and identify what still needs checking. A map is useful when it helps your team decide what to change.

How does the plan stay useful after the work ends?

The action plan names owners, review points, and triggers for revisiting decisions. Service principles include practical tradeoffs so teams can apply them when customer needs, policy, cost, or capacity conflict.

Fit and next step

Ready to work across team boundaries?

This fits when several teams shape the same customer experience and a sponsor can help them make decisions. It's not a fit for an isolated interface update or an exercise that leaves ownership, policy, and workflows unchanged. Tell me what's happening in the fit check. I'll review it and tell you whether Cadence Lab can help.

Start a fit check

Related work

Need a different starting point?

CX Systems Diagnostic

You can see customer problems, but you're not sure what's causing them or what to investigate first.

Explore the diagnostic

AI Experience

Your service includes AI assistance or automation and needs clear boundaries for people and systems.

Explore AI Experience