Personas scope everything
Pick one and every downstream module filters to it — journeys, channels, value, ranking.
01 / 05
Why it exists
Most CX work stalls in the gap between opinion and evidence.
Enterprise experience programs rarely fail on ambition. They fail because the organization cannot agree what is true, cannot show what a change is worth, and cannot defend a sequence when budget season arrives. Every module exists to close one of those three gaps.
The ToolKit is not a deliverable. It is how we get to a deliverable other people will still believe in six months later.f/cx.ai delivery practice
01
It replaces the workshop that produces a list
Scoring, weighting and ranking happen live, in front of the client, with the weights visible. People argue about the weights — the argument worth having — instead of the list.
02
It replaces the deck that goes stale on contact
Every view is live. Change an assumption and the composite, the radar and the roadmap answer immediately. Nothing gets rebuilt between sessions.
03
It replaces the evidence nobody can find
Every score, cell and touchpoint carries its evidence — the research base, the sample, the verbatim cluster. A recommendation can always be traced back to why.
04
It leaves the capability behind
Clients keep the model, not just the readout. When we release, the experience graph and the scoring method stay with their people.
The delivery arc
Four phases, and the modules that carry each one.
An engagement moves through the ToolKit in the same order every time. Select a phase to see what happens inside it — then open the detail for the graphic, the steps and real engagements.
01
What the client leaves with
The graphic, the four steps inside the phase, and two real engagements
Modules in this phase
Figures are illustrative of patterns across engagements, not audited benchmarks.
Three of the modules, running here
Do not take our word for it — move something.
These are simplified versions of what runs in a client session. The behavior is the point: change an input and the answer changes in front of you, with nothing to rebuild.
Live
Capabilities Ranker — the weights are the strategy
Drag a weight · the ranking re-sorts
Effort and risk are scored raw and inverted in the composite, so heavy build effort lowers a score. Agree the weights before the list is on screen and prioritization stops being political.
Live
Sentiment Analysis — where a category is still open
Hover any dimension
Twenty tracked dimensionsHover a cell for the evidence behind its score. The weakest bands are
not product defects — they are unserved expectations, and they are where a competitor gets in.
Banded positive / neutral / negative · recomputed nightly in the live module
Live
Touchpoint Mapper — the sentiment curve
Select a stage
Retail lending journey · illustrative data from a live engagement pattern
The modules
Twenty-two workspaces, one experience graph.
Take them one at a time. Pick from the list, run the tour and let it walk you through, or switch to the grid for the whole set at once.
↑↓ to move · Enter to open full size
What the client leaves with
When we reach for it
The through-line
Why it holds together.
Most CX tooling is a collection of separate artifacts — a persona deck here, a journey map there, a prioritization spreadsheet nobody opens twice. The ToolKit is a single model with twenty-two views onto it. Change a persona and everything scoped to that persona changes with it.
Touchpoints carry evidence
Each one holds its research base, sample size and verbatim cluster. Nothing is asserted.
Value flows to the ranking
Findings become candidates with their value and effort intact, competing on the same criteria.
The roadmap inherits the gates
Nothing reaches the sequence without a decision behind it and an owner attached to it.
Running it well
The playbook for running it live.
Six practice notes from delivery. Each one is a rule, the reasoning behind it, a real engagement where it mattered, and the words to use in the room. Open any card.
Figures are illustrative of patterns we have observed across engagements, not audited benchmarks.
In the room
What to say
Watch for
Modules
Figures are illustrative of patterns we have observed across engagements, not audited benchmarks.
Inside the phase
What the client leaves with
Real engagementsanonymized — sector and shape, not client names
Modules