Every engagement begins with a focused diagnostic conversation to establish whether the CX Structural Diagnostic is the right instrument for the organisation's current situation. We work with a limited number of organisations at any time.
All initial inquiries are reviewed directly. We respond to every serious inquiry within two business days. If you would prefer to initiate contact by email, write to the address above with a short description of the customer experience conditions your organisation is confronting.
The most useful initial context is a clear description of the gap between the customer experience the organisation intends to deliver and the one it is actually delivering — not a description of CX goals or aspirations. What is not working, how long it has been not working, and what has already been tried is more useful than a description of where the organisation wants to be.