Optimize Your CX Strategy
Unify data, tech, and customer insights deliver AI-orchestration at scale.
Member Challenge
- Outdated or surface-level buyer insights limit CX effectiveness.
- Fragmented data, siloed teams, and inconsistent messaging reduce ROI.
- Generic CX strategies fail to resonate with high-value buyers.
- Manual processes prevent personalization at scale.
- Misalignment between Marketing, Sales, and IT stalls transformation.
Our Advice
Critical Insight
True customer-centricity is achieved only when IT’s technology enablement and Marketing’s customer insight move in lockstep.
Impact and Result
- Identify current maturity, pain points, and growth opportunities.
- Improve alignment across business strategy, personas, journeys, and IT.
- Integrate AI where it strengthens scalability, using prompts, automation, and orchestration to reduce manual effort and improve personalization.
- Build a CX roadmap with measurable ROI and defensible competitive advantage.
Research & Tools
| Name | Actions |
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1. Define Your CX Strategy Storyboard – Give leaders a unified foundation of data, technology, and behavioral insight.
This blueprint aligns teams, streamlines operations, and orchestrates adaptive journeys while applying automation where it delivers the greatest impact, fueling engagement, loyalty, and revenue and building a defensible competitive advantage.
| Name | Actions |
|---|---|
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Optimize Your CX Strategy – Phases 1-4
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2. CX Strategy Executive Presentation – Build the case for CX transformation.
This presentation provides a clear framework to communicate the CX journey, from strategy foundations to personas, orchestration, and technology. It’s designed to help executives build consensus, align stakeholders, and make the case for CX investments that drive business growth.
| Name | Actions |
|---|---|
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CX Strategy Executive Presentation
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3. CX Strategy Prompt Workbook – Capture and refine buyer journey insights.
The workbook makes it easy to translate conversations into actionable insights by capturing priorities, personas, journeys, and automation opportunities in one place. It ensures that nothing is missed, reduces reliance on ad hoc notes, and produces a repeatable foundation for CX planning.
| Name | Actions |
|---|---|
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CX Strategy Prompt Workbook
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4. ICP Workbook – Identify and prioritize high-value customers.
By scoring accounts on criteria such as market, buying committee size, and sales velocity, this tool helps leaders target the right customers with precision. It creates a shared understanding of which accounts matter most and ensures resources are allocated effectively.
| Name | Actions |
|---|---|
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ICP Workbook
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5. CX Journey Interview Guide – Validate journeys with customer input.
Teams can use this template to ask the right questions during buyer or customer interviews, ensuring journey orchestration is grounded in lived experiences. The result is more accurate journeys, reduced assumptions, and stronger alignment with customer expectations.
| Name | Actions |
|---|---|
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CX Journey Interview Guide
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6. CX Journey Orchestration Workbook – Map adaptive customer journeys.
By mapping journeys in detail, organizations can identify friction points, align internal teams, and design orchestrated experiences that scale personalization while maintaining human touch. This workbook transforms your journey map from a static diagram into a dynamic, actionable playbook.
| Name | Actions |
|---|---|
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CX Journey Orchestration Workbook
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7. Horizon Scanning Workbook – Track emerging trends shaping CX.
This workbook helps organizations look beyond the present, capturing early signals in technology, behavior, and market dynamics. Teams can integrate horizon scanning outputs into their CX roadmap, ensuring strategies remain resilient and future-ready.
| Name | Actions |
|---|---|
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Horizon Scanning Workbook
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8. CX Portfolio Designer – Align technology investments with CX priorities.
This tool provides a structured view of the current state, gaps, and enablers required to deliver on CX goals. By using this tool, organizations can prioritize technology initiatives, build a defensible business case, and ensure IT and Marketing move in sync.
| Name | Actions |
|---|---|
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CX Portfolio Designer
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Onsite Workshop: Optimize Your CX Strategy
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Do-It-Yourself Implementation
The slides in this Best Practice Blueprint will walk you step-by-step through every phase of your project with supporting tools and templates ready for you to use.
Project Accelerator Workshop
You can also use this Best Practice Blueprint to facilitate your own project accelerator workshop within your organization using the workshop slides and facilitation instructions provided in the Appendix.
Module 1: Prepare for Workshop
The Purpose
Gather relevant business documentation and include necessary participants.
Key Benefits Achieved
Be ready to engage in the workshop.
| Activities | Outputs |
|---|---|
| 1.1 Review documented organizational strategy and strategic initiatives |
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| 1.2 Select accounts in the ICP workbook (Account Journey tab) and outline two priority buyer personas with their specific journeys |
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| 1.3 Schedule Participants |
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Module 2: Establish Business Goals
The Purpose
Align business and customer priorities.
Key Benefits Achieved
- Document goals and expectations.
- Complete ideal customer profile.
- Draft personas for target segments.
| Activities | Outputs |
|---|---|
| 2.1 Review Business Strategy and align on high-value clients |
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| 2.2 Identify gaps and align on personas |
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| 2.3 Draft initial personas with AI integration |
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| 2.4 Recap and finalize days findings |
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Module 3: Determine Growth Strategy
The Purpose
Develop AI-powered customer profiles and journey maps.
Key Benefits Achieved
- Align strategy with target personas.
- Focus on primary personas.
| Activities | Outputs |
|---|---|
| 3.1 Finalize top customer (3-5) personas |
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| 3.2 Review messaging and compare against personas |
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| 3.3 Review process and workflow for demand creation and capture |
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| 3.4 Map Buyer Journey |
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Module 4: Define Product Strategy
The Purpose
Leverage automation to build a strategic CX roadmap.
Key Benefits Achieved
- Recorded list of human vs. automated touchpoints.
- Documented key hyper-personalization strategies.
- Documented CX initiatives.
| Activities | Outputs |
|---|---|
| 4.1 Review human touchpoints & automation for customer journey. |
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| 4.2 CX Trend Analysis and Horizon Scanning |
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| 4.3 Orchestrate customer journeys into an actionable CX framework |
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Module 5: Finalize CX Strategy
The Purpose
Build a technology enablement plan.
Key Benefits Achieved
Consolidated plan combining journey priorities, automation opportunities, and technology enablement.
| Activities | Outputs |
|---|---|
| 5.1 Review current technical architecture |
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| 5.2 Map your technology and gaps to enable CX priorities |
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| 5.3 Prioritize initiatives to drive your CX strategy |
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| 5.4 CX Roadmap |
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| 5.5 Summarize & recap findings into cohesive strategy |
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