Every service is productized — named, scoped, and tied to a concrete deliverable. Engagements typically run 4–12 weeks, or monthly on a fractional retainer.
Most CX teams have pieces of a process — research, VOC, journey maps, workshops and improvement initiatives. What they do not always have is one repeatable way to connect those pieces and move from insight to implementation and measurable business value.
A repeatable CX process your organization can call its own: a common CX language and methodology, a consistent path from insight to action, clearer cross-functional roles, reusable tools and templates, and a stronger discipline for connecting CX improvements to operational and financial value.
From CX Strategy to Business Impact — three self-paced courses with real-world examples, editable templates and a Certificate in CX Strategy Implementation. $4,000 per license; guided team programs available.
The resultBuild the process once. Adapt it. Strengthen it. Use it again and again.
CX leaders and teams that are:
This is not a methodology developed only for a classroom. Kate Kompelien spent more than a decade building and leading CX capability inside organizations and has spent years applying and refining the process through consulting engagements across industries.
The methodology began with the process Kate developed while leading CX work internally and has continued to evolve through real client work.
The goal is not for your organization to follow The Insight Shop’s process forever. The goal is to give you a proven starting point you can adapt into the CX approach your organization can call its own.
The program includes real-world examples and downloadable, editable tools for work such as:
Download them. Adapt them. Add your branding. Use them again and again.
Self-Guided CX Strategy Implementation Program
$4,000 per license
Includes the complete process, real-world examples, editable templates and Certificate in CX Strategy Implementation.
Explore the Program & EnrollGuided team programs add a 2-hour application workshop with Kate after each stage to help your team ask questions, apply the methodology and adapt it to your organization.
Most organizations know the experience is not working as well as it should, but not which breakdowns matter most. We help you identify the critical journeys, quantify the pain points, and align leaders around what to fix first.
A prioritized, cross-functional roadmap tied to business priorities. AI-enhanced analysis helps us synthesize journey inputs more thoroughly, identify repeated patterns faster, and strengthen prioritization with better-supported evidence.
Better prioritization means fewer low-value initiatives, faster alignment, and more investment behind the fixes that matter most to your most valuable segments.
When teams are working from different versions of the customer, they market, sell, and serve in inconsistent ways. We help you clarify who matters most, what they need, and how to act on that insight.
A shared customer definition the organization can use to make better decisions — with persona profiles ready for Marketing, Sales, Operations, and Contact Center teams.
Clearer customer focus reduces wasted spend, sharpens targeting, and improves the relevance of experience investments.
Customers experience the front stage. Friction is usually created backstage. We help you redesign the internal process, handoffs, and responsibilities behind the journey.
Current- and future-state process maps tied to better customer experience and internal efficiency.
Cleaner process flow reduces rework, shortens cycle time, improves consistency, and lowers cost-to-serve.
Most companies collect feedback. Far fewer have a measurement system that helps leaders know what is changing, why it matters, and where to act next.
A CX measurement and action system your team can launch, run, and use to drive decisions — with a future-state insight workflow and guidance on where AI belongs.
The right measurement system turns customer feedback into a lever for retention, growth, and smarter investment decisions.
New programs, tools, and ways of working fail when people are not prepared to adopt them. We help customer-facing change land with less friction and more confidence. Grounded in Prosci / ADKAR.
A change and adoption plan that protects rollout quality and supports lasting behavior change.
Better adoption protects implementation investment, reduces disruption, and improves the odds that the intended customer benefit is realized.
Many organizations need senior CX leadership, but not always in the form of a full-time hire. We provide experienced support to help teams set direction, build momentum, and keep important work moving.
Senior CX leadership support, clearer governance, and practical momentum — without adding full-time headcount.
Stronger leadership focus protects CX investment, speeds decision-making, and increases the likelihood that good work gets implemented.
Find the friction before deciding where AI belongs, learn from a launch while the experience is still fresh, or redesign the few moments that matter most.
A focused diagnostic of one important customer journey or process to reveal where customers and employees struggle, what should be fixed before AI is introduced, and where AI can optimize the experience.
Prioritized opportunities to fix process, improve tools, automate, apply AI or intentionally preserve human interaction, with measures to track.
Teams exploring AI, automation, digital improvements or cost-to-serve opportunities but unsure where to start.
Review existing feedback and data, gather targeted customer and employee input, and identify friction, root causes and likely business impact.
In a sentenceWe help you find the friction before deciding where AI belongs.
For a new product, service, digital experience or major change already in market. We learn from customers and employees while the experience is still flexible.
A 30/60/90-day optimization plan, quick wins, larger fixes and AI/automation opportunities tied to adoption, effort, retention and cost-to-serve.
Recent launches, new offerings, apps, portals, loyalty programs, service models or channel changes with cross-functional dependencies.
Compare the intended experience with the actual experience across onboarding, digital, billing, service, support, handoffs and employee workflow.
In a sentenceWe help you learn from the launch before friction becomes commonplace.
For organizations that already know where friction exists. We redesign 2–3 priority moments and the internal process behind them without remapping the entire journey.
A focused future-state experience + process blueprint, Human + AI opportunity matrix, measurement scorecard and 90-day/6-month action plan.
Teams with existing research, journey maps, VOC insights or findings that point to clear friction points worth redesigning.
Validate the current state, redesign the future state, clarify handoffs, ownership, policies, systems and where AI, automation or people should play a role.
In a sentenceWe redesign the moments that matter most, not the entire journey.
Not ready for a full engagement? Our self-guided CX courses cover the same frameworks at your own pace.
Most engagements start with a 30-minute discovery call. We'll help you figure out the right shape before you commit to anything.
Book your discovery call