CX STRATEGY · TRANSFORMATION · AI ADOPTION
Driving frictionless CX to unlock growth.
Valorice helps organisations of every size — from solo founders and one-person consultancies to mid-market firms and multinationals — remove the friction that stalls customer journeys, and turn what's left into measurable revenue, retention, and adoption. Diagnostics, workshops, and operating tools, delivered by a team that has run them inside Coolblue, Poppy Mobility, KPMG, and BDO.
Where would removing friction unlock the most growth in your business?
Book a 30-minute working call. We will map the two or three places it likely matters most — and what to do this quarter.
THE ANCHOR
$3 trillion at risk
Annual global revenue at risk from broken customer experience. Most of the companies losing it cannot pinpoint which part of their operation is responsible.
QUALTRICS 2026 XMI · FORRESTER CX INDEX 2026
Read the full 2026 outlook →2026 CX OUTLOOK
Five trends. Six questions. One outlook.
FIVE TRENDS
The numbers reshaping the CX P&L.
Qualtrics 2026 XMI, Tucker & Co.'s Inside the CEO's Mind, CXPA Toronto 2026.
Jump to the five trends →SIX QUESTIONS
The trends collapse into six questions your board is already asking.
Growth, Agentic AI, journeys, friction, the C-suite mandate, OPEX — each one mapped to a specific diagnostic and workshop.
Jump to the six questions →SPARK PHASE · CX MATURITY ASSESSMENT (CXMA) · THE MAP
Start with the map. Then zoom into the dimensions that hurt.
Note: the Customer Segmentation Workshop is a paid accelerator that feeds all six diagnostic dimensions — it is not a seventh diagnostic.
Vision & Strategy
Vision & Strategy Diagnostic — CX Promise & Differentiation
A CX promise the whole company can repeat. Brand and customer strategy translated into a service promise leaders communicate and segments believe.
Anchored in Forrester AIM, KPMG Six Pillars, Frances Frei, and Christensen JTBD.
Insight & Measurement
Insight & Measurement Diagnostic — Decision-Grade VoC
Decision-grade signals, monetised insight. Voice-of-customer, behavioural data, instrumentation, closed-loop and analytics that turn signal into commercial outcomes.
Anchored in CIBC's CXPA 2026 insight maturity ladder, adapted to enterprise governance.
Organisation & Culture
Organisation & Culture Diagnostic — Change Readiness
Clear owners, role-modelling leaders, change capability. Accountability for CX is named, leaders walk the talk, and change is run as a discipline.
Grounded in Prosci® ADKAR®, Schein, Kotter, and Heskett's Service-Profit Chain.
Operations & Journeys
Operations & Journeys Diagnostic — Six Sources of Friction
Differentiated propositions, instrumented journeys. Segmentation comes first — without a defensible answer to 'which customers are we designing for?' journeys collapse into averages. Pair the Six Sources of Friction diagnostic with the Customer Segmentation Workshop (JTBD + Value-tier + Behavioural) to instrument journeys per segment, channels owned end-to-end, friction hunted where it costs the most.
Field-tested across 8 enterprise engagements in finance, energy, public sector, and CPG.
People & Enablement
People & Enablement Diagnostic — Capability for Delivery
Recruit, train and equip for the promise. Skills, roles, learning, employee experience, frontline empowerment, tools-for-people, and AI-readiness — the full system that turns CX strategy into delivery, with an AI-readiness lens so adoption is engineered, not hoped for.
Anchored in CXPA CCXP, Heskett's Service-Profit Chain, Frei & Morriss Uncommon Service, Edmondson psychological safety, and Forrester CX Index 2026 · AI-adoption persona modelling moves to the paid workshop accelerator.
Tools & Technology
Tools & Technology Diagnostic — Journey Maturity Curve
The stack supports CX, not the other way round. Integrated, governed, fit-for-purpose systems for design, delivery and continuous improvement — AI on clean foundations.
Aligns with the CXPA five building blocks of customer experience governance.
SPARK IS PHASE 1 OF 5
After the map comes Diagnose, Design, Deliver, Sustain.
NEW · CERTIFICATION COACHING
CCXP Exam Preparation Workshop
A four-week cohort programme led by a CCXP-certified practitioner — built around the CXPA competency framework and run in EN, FR or NL.
4 weekly sessions · 3 hours each · live online or in-person in Belgium
WHAT YOU WALK AWAY WITH
- Walk the six CXPA competency domains with worked examples from real engagements
- Practice exam under timed conditions with personalised debrief
- Custom study plan calibrated to your starting maturity
- Peer cohort and post-exam community access
SPEAKING & TEACHING