THE DIAGNOSTICS — FREE AND INSTANT
One overall scan. Six deep-dives. Free. Instant. No sign-up.
CX & AI Maturity — Overall Scan
FREE · 10 MINUTES · INSTANT RADAR · SIX DIMENSIONS
Eighteen plain-English questions, three per dimension. Ten minutes. You get a radar showing where you're strongest and weakest across the six dimensions of customer experience — and a clear pointer to the one deep-dive that will move the needle first.
No sign-up. No email wall. Works for a one-person business and a multi-thousand-person company alike.
OVERALL → DEEP-DIVE · WHY ONLY ONE
The overall scan tells you which dimension. A deep-dive tells you why.
STEP 1 · WIDTH
Run the overall scan. Eighteen questions across all six dimensions. You get one score per dimension and a clear pointer to the weakest one.
STEP 2 · DEPTH
Zoom into only the dimension that scored lowest. Each deep-dive runs twelve to twenty-one focused questions that surface the exact sub-causes — not a generic score.
STEP 3 · ACT
The deep-dive returns three prioritised gaps — concrete enough to act on this quarter, or to scope a paid working session if the value at risk warrants it.
Running all six deep-dives in one go is overkill. Each one is a focused instrument — they exist because a single overall score cannot diagnose root cause inside a dimension. Pick the one the overall scan flagged. If you already know where the pain sits, jump straight in.
DIMENSIONS 1–6 · DEEP-DIVE DIAGNOSTICS
Pick the dimension the overall scan flagged.
FREE · 12 MINUTES · INSTANT RESULT
Vision & Strategy — Deep-Dive
CEOs · CX leaders · Strategy · Brand
“Is our promise to customers real, shared, and worth something?”
Fifteen questions across five sub-dimensions. Tests whether your customer promise is clear enough for a new hire to explain, whether it's worth paying more for, whether it's shared by leadership, whether it's built into how you sell, and whether it changes when it needs to.
Run the diagnostic →
FREE · 10 MINUTES · INSTANT RESULT
Insight — Deep-Dive
CX leaders · Heads of Insights · Operations
“Do we hear our customers clearly — and does what we hear change what we do?”
Twelve questions across four sub-dimensions. Tests whether the data is trustworthy, whether findings are decision-grade, whether ownership is clear, and whether insight actually becomes action inside a reasonable timeframe.
Run the diagnostic →
FREE · 12 MINUTES · INSTANT RESULT
Organisation & Culture — Deep-Dive
CHROs · CEOs · Transformation leads
“Does the way we're set up make it easy — or hard — to be good to customers?”
Fifteen questions across five sub-dimensions. Tests whether accountability is real, whether leaders behave the way they talk, whether the culture rewards the right things, and whether the business can actually change when it needs to.
Run the diagnostic →
FREE · 12 MINUTES · INSTANT RESULT
Operations & Journeys — Deep-Dive
COOs · Operations · Service · Digital
“Do we know how customers actually move through our business — and where it breaks?”
Twelve questions across three sub-dimensions, including the six kinds of friction that most often cost you revenue — effort, confusion, waiting, price surprises, trust gaps, emotional cost. Tests whether you see the journey from the customer's side and whether you act on what you see.
Run the diagnostic →
FREE · 15 MINUTES · INSTANT RESULT
People & Enablement — Deep-Dive
CHROs · CX leaders · Heads of L&D · Programme Directors
“Are the people delivering the experience — human and, increasingly, AI — set up to do it well?”
Twenty-one questions across seven sub-dimensions. Tests whether your team knows what good looks like, has what they need, is learning, feels it — and whether the AI side of the workforce has real guardrails and is actually delivering.
Run the diagnostic →
FREE · 10 MINUTES · INSTANT RESULT
Tools & Technology — Deep-Dive
CX teams · Service Design · IT · Heads of Service
“Does our technology stack enable good customer experience — or quietly block it?”
Twelve questions across four sub-dimensions — the foundations, the service technology, the AI stack, and how automation hands back to humans. Tests whether the tools help the people delivering the experience, or get in their way.
Run the diagnostic →
WHAT COMES AFTER · EXAMPLES
Three examples of workshops possible after diagnostics.
AI Adoption Personas Workshop
HALF-DAY FACILITATED WORKSHOP · EN / FR / NL · IN-PERSON IN BELGIUM OR REMOTE
CIO · CDO · CHRO · Transformation · Change
“Will our workforce actually adopt the AI we ship them — and where will the value come from?”
Facilitated working session that models your workforce as a mix of four AI-adoption personas — Protector, Learner, Balancer, Shaper — to forecast realistic adoption curves and where value will actually come from. Replaces guesswork with a defensible view of how much value AI will capture inside your teams, and where coaching investment will move the needle. Drives the People and Tools design choices downstream.
Phase
Diagnose — quantified baseline (weeks 2–4)
Output
Persona mix model · 12-month adoption curve · deflection & savings forecast · persona-targeted coaching plan
Feeds into
AI deployment roadmap · People & Enablement design · Tools & Technology choices
Why it matters
Adoption follows trust; trust follows experience. Without a persona-aware view of your workforce, AI deployments miss the outcomes they were sold on. This workshop turns adoption from a hope into a model.
Customer Segmentation Workshop
HALF-DAY FACILITATED WORKSHOP · EN / FR / NL · IN-PERSON IN BELGIUM OR REMOTE
CXO · CMO · Heads of Strategy · Service Design
“Which customers are we actually designing for — and why?”
Facilitated session that replaces demographic-only segmentation with a defensible three-lens stack: what customers are hiring you for, how much commercial weight they carry, and how they actually behave. The output anchors everything downstream — Voice of the Customer, pricing, marketing strategy, target journeys, and the AI roadmap. Without it, strategy collapses into averages.
Phase
Diagnose — quantified baseline (weeks 2–4)
Output
3-lens segment map · Segment × Journey matrix · branded scoring workbook
Feeds into
VoC · pricing · marketing strategy · target journeys · AI roadmap
Why it matters
Segmentation isn't a conversation-starter — it's the strategic foundation the rest of the engagement is designed on. It belongs after the snapshot, before the journey blueprints.
Target Operating Model Workshop
ONE- OR TWO-DAY FACILITATED WORKSHOP · EN / FR / NL · IN-PERSON IN BELGIUM OR REMOTE
CEO · CCO · COO · CHRO · CIO · Programme Director
“How does the operating model need to change to deliver the CX promise?”
Facilitated working session that translates your diagnosis and segmentation into a defensible target operating model across the six dimensions your executive committee actually decides on — Processes, Organisation, Locations, Information, Suppliers, Management. The output is a one-document blueprint your steering committee can endorse: future-state design, accountability matrix, governance cadence, balanced scorecard and a three-wave 18-month rollout with real change discipline. Not self-serve — the value is in the facilitation.
Phase
Design — target operating model (weeks 3–6)
Output
Target-state design · gap analysis · accountability matrix · governance model · balanced scorecard · 18-month phased roadmap
Feeds into
Design pack · signed-off business case · change impact assessment · Deliver phase mobilisation
Why it matters
A target operating model is the bridge between diagnosis and delivery. Without it, the business case has no operating spine and the change plan has nothing concrete to anchor on.