Integrated Experience (IX)
Service that holds together for customers, employees and every channel.
Most organizations invest in customer-facing strategy but underinvest in the operations that deliver it.
We start by finding where work actually slows down, which is rarely where the process map says. Then we redesign one workflow at a time with the people who run it, test it on real work, and only automate once the waste is gone.
— WHY IT MATTERS
1.8x
faster revenue growth for companies that prioritized employee experience to deliver a premium customer experience.
Source: Forbes Insights & Salesforce, 2020
All-time low
is where US customer experience quality stood in 2025, after four straight years of decline.
Source: Forrester CX Index, 2025
Fragmented experience quietly erodes trust and revenue.
Customer, employee and channel experience are usually managed by different departments, each with its own measures, so nobody sees where the journey breaks.
The right CX vision means little when the operations underneath it are broken. Customers don't get what they need, employees can't do their best work, and leadership can't diagnose why.
— KEY BENEFITS
Customers finish what they came to do in the channel they started in, without repeating themselves.
Less friction for customers
Employees who can deliver
Frontline teams get tools, knowledge and authority that fit the job, so more gets resolved on first contact.
Avoidable contacts, duplicate services and failed handoffs are removed at the source.
Lower cost to serve
Leadership sees where service breaks down across customers, employees and channels, and what it costs.
Improvements that last
— HOW WE HELP
We assess where customer, employee and multiexperience break down and build the roadmap to close the gap. Together, we design service delivery that works for the people receiving it and the teams delivering it.
From the customer's side, the employee's side and every channel.
-
Walk through your key services from the customer's side, stage by stage
See where customers get stuck or give up, with evidence in their own words
Find the breaks at handoffs between departments, where nobody owns the whole step
Rank which touchpoints to fix first, by how many customers they affect and how badly -
Find what makes the job harder than it should be (too many systems, hard-to-find answers, workflows that fight people) and fix what affects customers most.
-
Redesign how services are structured, catalogued, and delivered so customers and internal teams can navigate them without friction.
-
Diagnose the operational root causes behind poor CSAT, high handle times, and agent turnover.
— WHERE WE START
Integrated Experience Index™
Customers feel it when channels and teams don't connect.
WHAT WE LOOK AT
-
Is it consistent and low-friction at each stage of the journey?
-
Do the people delivering the service have what they need to deliver it?
-
Does the experience hold together when a customer switches channel?
-
Is one person accountable for the experience end to end?
-
Does feedback reach someone who can act, and get closed out?
WHAT YOU WALK AWAY WITH
A scored readout across all five areas, a clear view of where service breaks down, and a roadmap to close the gaps.
In a few weeks, you'll see exactly where service breaks down, and what to fix first.
— EXPERIENCE AND IMPACT
1.4M+
Led EX/CX transformation for a state lottery with 1.4M+ annual visitors, conducting VoC surveys across 30+ agents to identify root causes and deliver a prioritized service improvement roadmap
$194B
Improved multichannel benefits delivery for a $194B federal agency through 30+ stakeholder interviews, journey mapping, and maturity assessments across phone and digital service channels
~1,000
Modernized Enterprise Service Catalogue for a state government with 80K+ employees across 60+ agencies, consolidating ~1,000 fragmented services into a unified self-service digital portal
25%
Developed AI/ML use cases for contact center operations, projecting 25% efficiency improvement through automated call processing and documentation
Find out where your service breaks down.
A 30–45 minute discovery conversation is enough to tell whether the Integrated Experience Index™ fits your situation.