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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.

Solutions · By use case

Start with the problem, not a pitch.

You don't need a perfect diagnosis to move forward. You need a problem that keeps happening, evidence of its impact, and leaders who are ready to act. Find the pattern that looks familiar, then explore the path built to uncover what's really causing it.

Use-case paths

Which problem keeps showing up?

The symptom is rarely the whole story. Each path starts with what people can see, then looks at the teams, systems, rules, and handoffs shaping the outcome.

01

Cross-functional customer friction

Customers feel the gaps between your teams.

People repeat themselves, service changes by channel, and issues bounce across teams. Everyone owns a piece of the experience, but no one can see or fix the whole system.

Common conditions

  • Several teams, systems, policies, or handoffs shape the same outcome.
  • Local fixes help for a while, but the problem returns.
  • Leaders don't have a shared view of where the friction starts.
Review CX Systems Diagnostic

02

Onboarding, adoption, and retention

Customer risk shows up after the best time to act.

Onboarding stalls, usage drops, or accounts go quiet. By the time renewal risk is clear, the window for a useful response has narrowed.

Common conditions

  • Risk signals sit across product, CRM, service, and team knowledge.
  • Teams disagree about when to step in or who should lead.
  • Ownership shifts between sales, onboarding, success, and renewal.
Review Lifecycle Risk

03

CRM distrust and workflow friction

Your CRM records activity, but it doesn't guide the work.

The system is full of data, automation, and reports. People still rely on spreadsheets, messages, meetings, and memory to understand what happened and what to do next.

Common conditions

  • Required fields are complete, but useful context is hard to find.
  • Automation moves records without clarifying ownership or next steps.
  • Reports track activity without supporting trusted decisions.
Review CRM Workflow Audit

04

Digital journey and service redesign

The interface works. The service behind it doesn't.

A website, portal, app, or form needs attention, but the hardest problems sit beyond the screen in unclear content, policy, data, systems, or downstream work.

Common conditions

  • People can't understand the requirements, choices, or next step.
  • Digital submissions create manual work or broken handoffs.
  • Customers lose context when they switch channels.
Review Digital Experiences

05

On-site and location experience

The place, people, and process tell different stories.

A store, clinic, branch, venue, campus, or workplace creates friction before arrival, on site, or after the visit. The problem crosses the physical space, service process, staff, and digital touchpoints.

Common conditions

  • People arrive without the information they need.
  • The environment and service process point to different next steps.
  • Staff work around failures in policy, facilities, systems, or channels.
Review CX on Location

06

AI adoption and service readiness

The AI demo works. The real workflow isn't ready.

The use case has momentum, but ownership, data, permissions, human judgment, safeguards, adoption, and success measures are still unclear.

Common conditions

  • The demo avoids the exceptions and risks found in real work.
  • Technical teams can't define the business decision on their own.
  • Success means launch or usage, not better customer and operating results.
Review AI Service Readiness

Choose a path

Make sure the problem is ready for a closer look.

A familiar symptom is a good start. A useful engagement also needs a clear impact, access to the system behind it, and someone who can act on the findings.

  1. 01

    Pattern

    Does the problem keep happening?

    Look for repeated effort, delays, exceptions, rework, risk signals, or uneven service across similar situations.

  2. 02

    Impact

    Why does it matter now?

    Connect the pattern to trust, service, access, retention, revenue, capacity, safety, compliance, adoption, or another meaningful result.

  3. 03

    Access

    Can you inspect what shapes the outcome?

    Bring in the people, workflows, systems, records, policies, channels, locations, and measures that may be part of the problem.

  4. 04

    Decision

    Who can act on what you learn?

    Name the leader who can set priorities, change ownership or workflow, fund the next step, and bring the right teams together.

Next step

Tell us what's going wrong.

Share what keeps happening, who it affects, which teams and systems are involved, and what decision needs to be made. We'll recommend the most useful place to start, even if it isn't with us.

Start a fit checkReview all services