CX Atlas
Build the customer-experience system your team has been holding together with spreadsheets and good intentions.
Most growth-stage companies don't have a CX problem. They have a CX systems problem. The journey map lives in someone's head. The voice-of-customer program doesn't exist. Metrics are scattered across four dashboards no one trusts. Support is firefighting tickets that should have been prevented at the product layer.
The CX Atlas is a 12-week engagement that builds the system end-to-end: from diagnostic baseline through architected operating model, with designed artifacts your team will actually use after we leave.
The Five Stages
A CX Atlas engagement runs in five stages over twelve to fourteen weeks. The stage durations are deliberate: we establish truth before building artifacts, build artifacts before designing systems, and design systems before handing them over. Most engagements skip the first two stages and the last one. That's why most CX initiatives die in drawers.
Our 5 Step Process:
1. GROUND
Diagnose the current state
We start by telling you the truth about where you actually are, not where you think you are. Stakeholder interviews across product, marketing, support, and leadership. Audit of existing CX data — NPS, CSAT, support tickets, behavioral analytics, churn. Inventory of every customer-facing tool, process, and owner. Benchmarking against a CX maturity model.
Output: Current State Report and Maturity Assessment, scored 1–5 across six dimensions.
2. DECODE
Understand who you're actually serving
Eight to fifteen customer interviews across segments. Jobs-to-be-done framing. Segmentation refinement. Voice-of-customer synthesis. The goal is to replace the team's working "the customer" abstraction with three to five real, behaviorally distinct audiences and the specific outcomes each is trying to achieve.
Output: Audience Architecture — segments, primary personas, jobs-to-be-done, and the language each segment actually uses.
3. CHART
Map the journey. Weeks 6–8
The visible spine of the engagement and the artifact most clients remember. End-to-end customer journey across every touchpoint, friction-and-delight overlay, quantitative annotation using the data surfaced in GROUND. This is where designed artifacts replace 40-tab spreadsheets.
Output: a designed, presentation-ready Customer Journey Map, delivered as both PDF and editable Figma source.
4. BUILD
Architect the operating system. Weeks 9–11
The stage that separates the CX Atlas from a journey-mapping engagement. We design the systems that make CX continuous instead of episodic: a voice-of-customer program (how feedback flows in monthly, who reads it, where it goes), a metrics framework (what to measure, how often, who owns each number), a feedback-loop architecture (how customer signal reaches product, marketing, and support each week), and a governance model.
Output: the CX Operating Model: documented program design, dashboard spec, and governance framework.
5. EMBED
Make it stick. Weeks 12–14
The stage every framework should have and almost none do. Internal enablement workshop with the client team. A CX playbook designed for internal use. Identification of three quick-wins for the first 90 days that the team executes during weeks 12–14, so the system is already producing value before we hand it over. Executive sponsor coaching. A 12-month CX maturity roadmap. And 30/60/90-day post-engagement check-ins built into the project fee, not sold as an upsell.
Output: CX Maturity Roadmap, Internal Enablement Toolkit, and the team's confidence to actually run the system after we leave.