FitCheck™ · CX without the BS.
Your customers aren’t difficult. Your handoffs are.
This isn’t a “leave your email and we’ll be in touch” form. It’s five minutes that tell us both whether we’re a fit: whether what you need is what I do, and whether it’s worth it to you. I read every answer myself and send back a Decision Brief either way.
No sales call. No pitch deck. If the honest answer is “you don’t need me,” that’s exactly what the brief will say.
Pick your starting point
Figures: Medallia, The 2026 State of Customer Experience Report.
- 1 in 3We can’t prove CX is worth the budget.CX practitioners can’t link survey metrics to financial outcomes.
- 30–40%We have the insights. Nothing changes.of departments don’t act on CX recommendations.
- 60%Customers leave without telling us.of customers question whether it’s worth telling you when something goes wrong.
- 7%We’re rolling out AI and can’t get it wrong.of consumers forgive AI more than they forgive a person.
Sample Decision Brief Illustrative, not a client
- The problem, as you described it
- Leadership is questioning the CX budget. We report NPS every quarter, but nobody can say what it’s worth.
- Likely constraint
- The CX metrics aren’t tied to a business value stream. Scores move, but nothing connects them to retention, revenue, or cost to serve.
- Business value at stake
- Retention, and the budget itself.
- Readiness
- Evidence first
- Your next decision
- Pick one value stream and one journey. Line up a year of CX scores against renewal data for that journey before you buy another tool.
- The problem, as you described it
- Every quarter we present the same feedback themes. Everyone nods. Nothing changes.
- Likely constraint
- Nobody owns the decision. The insight lands in a meeting, not in a workflow with an owner and a deadline.
- Business value at stake
- Cost to serve and retention.
- Readiness
- Align first
- Your next decision
- Give the top theme one owner, one change, and one measure within 30 days. Then trace the handoff that keeps creating it.
- The problem, as you described it
- Renewals are slipping, and the accounts that leave never complained first.
- Likely constraint
- You’re listening through surveys alone. The early signals (usage drops, support patterns, contact changes) sit in systems nobody watches together.
- Business value at stake
- Retention and expansion.
- Readiness
- Evidence first
- Your next decision
- Take the last ten lost accounts and line up what each did in the 90 days before it left. Build the warning signal from what they share.
- The problem, as you described it
- Leadership wants an AI agent in support this quarter.
- Likely constraint
- The workflow the agent would run isn’t defined yet. Exceptions, owners, and the handoff back to a person still live in people’s heads.
- Business value at stake
- Cost to serve, with customer trust at risk.
- Readiness
- Stabilize first
- Your next decision
- Map the top three contact reasons end to end, decide where a person must take over, then pilot the agent on the cleanest one.
A next decision you can use.
Your recommendation may be a free resource, an internal step, a focused diagnostic, or a discussion about implementation. Sometimes the answer is “not yet.” You keep the brief whether or not we work together.
Start your FitCheck™ ↓What goes into your decision brief?
- Problem clarity
- What outcome is failing, and what is still only a suspected cause?
- Operating complexity
- Which teams, systems, and handoffs touch the problem?
- Evidence readiness
- What information could help distinguish the symptom from its cause?
- Change readiness
- Who owns the decision, and can they change how the work happens?
The brief records the problem as you described it, a likely constraint, a readiness state, the reasoning and open questions, and one recommended next decision. A Cadence Lab service is included only when it fits.
What might your result recommend?
- Clarify first
- Define the affected customer or team and the outcome that needs to change.
- Align first
- Agree on decision ownership across the teams involved.
- Evidence first
- Gather a small, relevant sample before choosing a cause or solution.
- Stabilize first
- Make the current workflow dependable enough to assess or automate.
- Ready to diagnose
- There is a meaningful question, an owner, and room to act on the findings.
- Explore implementation
- An existing diagnosis may support delivery; confirm its evidence and scope first.
This is a human assessment of what you share, not a numerical score or a verified root-cause diagnosis. If the evidence is insufficient, the brief will say what is missing.
Why there’s no price on this page.
No rate card. It isn’t a secret. What this costs depends on what the problem is costing you, and neither of us knows that yet.
Most people compare the price of fixing a problem to zero. Wrong comparison. The real one is what it costs to keep it: the customers who leave without a word, the hours your team spends working around it, the AI pilot that stalls. That number is almost always bigger than anyone has worked out. So FitCheck™ starts there.
I don’t bill by the hour, and I don’t discount. If the problem and the budget don’t line up, we cut the scope to what matters most, or I point you to someone who fits. Either way, you keep the brief.
My guarantee. Every diagnostic ends with a specific constraint and a next decision you can act on. If it doesn’t, you don’t pay for it.