Boutique CX consulting for senior leaders who need to know where trust, effort, and adoption break down — and what to fix first. Human-led. AI-enhanced. Built for complex journeys.
We are experience people.
Customer feedback is scattered. Teams are solving symptoms. Marketing, sales, operations, product, and service each see only part of the journey. We help leaders identify the moments and breakdowns that matter most, align the right teams around priorities, and turn insight into action.
Every engagement produces a shareable deliverable your team can act on — not a deck that sits in a drawer. Here's the full menu.
Find the journey breakdowns that matter most and define what to fix first. AI-assisted journey intelligence, prioritized against business value and feasibility.
Clarify who matters most, what they need, and how teams should act on insights. We use qualitative research to build decisive persona definitions.
Fix the backstage processes, handoffs, and responsibilities behind customer friction. Build workflows that account for AI triage and human escalation.
Turn listening into ownership, action, and measurable progress. Design a VOC structure tied to the problems that matter — not vanity metrics.
Help employee-facing change land smoothly and protect the investment. Grounded in Prosci / ADKAR change management principles.
Add senior horsepower without adding a full-time headcount. Experienced support to help teams set direction, build momentum, and keep work moving.
A focused diagnostic on where AI could improve a specific customer journey — and where it shouldn't. Human-led judgment on what to automate and what to leave alone.
Built from 30 years of CX experience across 20+ industries. When we help leaders diagnose critical journeys and prioritize what to fix first, we move through these four stages — scoped to your timeline, your complexity, and your team.
We learn your business, your customers, and where friction is showing up. Research, stakeholder interviews, and a baseline of current experience performance.
We map the current journey and connect pain points to internal causes. AI-assisted synthesis surfaces patterns faster; human judgment confirms what's load-bearing.
We prioritize by customer impact, business value, and feasibility — then design the future state and the measurement that proves it's working.
We hand off a roadmap with owners, initiatives, and near- and long-term actions. Change-aware by design, so improvements stick.
We use AI to enhance analysis, accelerate synthesis, and help you get to clearer, more robust insights faster — always with experienced human interpretation guiding every step.
A slice of recent engagements — across health plans, financial services, insurance, electronics, trades, and healthcare operations. Every service area represented. Every engagement ending in a deliverable the team could act on.
We conducted a capability workshop with the member experience committee, then interviewed members across IFP, Medicare, and Commercial segments to identify the moments in the healthcare journey that matter most.
We conducted twelve 45-minute interviews with recent West Coast claimants and synthesized findings into an end-to-end journey map — capturing thoughts, actions, emotions, and breakdowns across loss, filing, assessment, repair, rental, and closure.
We executed deep-dive interviews, ride-alongs, and counter and showroom visits to blend brand personas with experience personas — so marketing, sales, operations, and contact center could all act from a shared customer definition.
After the Palisades wildfires, we conducted fifteen remote interviews with policyholders in mid- and high-risk zones across Southern California — clarifying how customers learn about risk, what drives or blocks action, and where the insurer can better support home-hardening decisions.
We spent a full week on-site with HR and business leaders at a healthcare organization separating from its parent company — documenting and standardizing the end-to-end HR process to replace significant information silos.
We ran four days of focused virtual working sessions with the departing packaging lead at an international electronics manufacturer — capturing her end-to-end process, clarifying hand-offs, and building tools the team could use to manage future projects with confidence.
We facilitated a leadership workshop to define the customer types to understand, ran 1:1 interviews with mobile-app users, and designed a VOC program tied directly to the moments that mattered most in the digital money-exchange experience.
We interviewed contractors and employees to uncover the core pain points in a plumbing and HVAC company's rebate program, supported the redesign, then ran change management — confirming customers had awareness, desire, knowledge, and ability — before a phased national rollout.
We ran a half-day hands-on journey-mapping workshop for a cross-functional client team — providing training materials, leading live practice, and leaving them with a completed current-state journey map they can refer back to after the session.
AI Opportunity Scan for Customer Journeys is new for 2026 — in delivery with inaugural clients. Be among the first →
The Insight Shop is intentionally small. You get Kate and Alex on every engagement — and Sota keeps morale high.
Boutique speed. Executive-level thinking. Thirty years, no overhead.
Kate's podcast on where customer experiences break down, why, and what the best leaders do about it. New episodes weekly.
Listen nowMonthly expert tips to streamline touchpoints, boost loyalty, and master customer experience — from experience people.
We'll start with a 30-minute discovery conversation. No pitch. No commitment.
Book your discovery callOr reach Kate directly — kate@theinsightshopllc.com · 651.208.0861