Strategy & Roadmap Design

Real Impact Blueprint™

Where empathy meets engineering.

Overview

While 51% of organizations lack formal CX strategies, those with clear strategies achieve 41% faster revenue growth and 51% better customer retention. Our strategy services bridge this gap with pragmatic, implementable roadmaps. We blend academic research with proven playbooks from our 100+ project database. Every recommendation comes with evidence that similar approaches have worked in real-world implementations.

Service 2.1: CX Vision and Strategy Development

Overview

Comprehensive CX strategy development connecting customer experience to core business objectives, competitive positioning, and financial aspirations. Defines CX ambition, identifies differentiation opportunities, and creates multi-year transformation roadmaps with clear ROI projections.

Methodology: Real Strategy Framework

• Outside-In Customer Understanding (ethnography, Jobs-to-Be-Done, behavioral analysis)

• Inside-Out Capability Assessment (organizational readiness and constraints)

• Competitive Context (where competitors win/lose on experience)

• Strategic Choice (where to play, how to win)

• Transformation Roadmap (phased plan with milestones)

• Business Case (ROI modeling linking CX to revenue, retention, efficiency)

Key Outcomes

• Crystal-clear CX strategy aligned with business objectives

• Executive alignment and commitment to CX transformation

• Secured investment with approved multi-year budget

• Governance structures for cross-functional execution

• Baseline metrics and success framework

• Organizational energy and momentum for change

Service 2.2: Omnichannel Experience Strategy

Overview

Comprehensive strategy for creating seamless, consistent customer experiences across all channels (digital, physical, mobile, social, contact center) supported by unified data and intelligent orchestration.

Methodology: Omnichannel Integration Framework

• Channel Ecosystem Assessment (current channels, capabilities, usage patterns)

• Channel Strategy (optimal role for each channel, customer needs & economics)

• Journey Integration (seamless cross-channel experiences, context preservation)

• Data Unification (unified customer data platform)

• Orchestration Design (rules engine for channel selection & personalization)

• Technology Enablement (platform selection, integration architecture)

• Operational Model (organizational structures & processes for delivery)

Key Outcomes

• Clear omnichannel strategy with defined channel roles

• Seamless cross-channel journeys eliminating customer friction

• Unified customer data enabling personalization

• Technology roadmap and vendor selections

• Foundation for continuous omnichannel optimization

Service 2.3: Customer Journey Transformation Strategy

Overview

Deep-dive strategy for transforming 2–3 priority customer journeys from current-state pain to future-state excellence. Focuses on journeys with the highest business impact, redesigning end-to-end experiences by integrating emotional touch-points and operational efficiency, and delivering detailed implementation blueprints with clear ROI projections.

Methodology: Journey Transformation Framework

• Journey Prioritization Matrix (impact & value)

• Current-State Journey Mapping (customer interviews, behavioral data, observation)

• Root Cause Analysis (process, technology, organizational barriers)

• Future-State Design (desirable, viable, feasible experiences)

• Service Blueprinting (frontstage, backstage, support systems)

• Implementation Roadmap (quick wins, medium- and long-term improvements)

Key Outcomes

• Transformed customer journeys delivering measurably better experiences

• 15–25% satisfaction improvements on transformed journeys

• 60–75% attrition reduction for optimized journeys

• Quick wins within first 90 days

• Service blueprints enabling operational implementation

• Ongoing optimization capability through established methodology

Delivery

Timeline: 6-8 weeks, with co-creation workshops

Differentiation: Every recommendation backed by past project data. Bold twist: "Dare Us" challenge where we simulate outcomes.