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Diagnostic

CX Systems Diagnostic

Find the source of customer friction across teams, systems, ownership, and handoffs.

Diagnostic

Lifecycle Risk Review

Learn which customer signals matter, who should respond, and what to improve before renewal risk becomes urgent.

Diagnostic

CRM Workflow Audit

Find where CRM workflows, data, automation, and ownership get in the way of customer work.

Free toolsBrowse all six

Free CX and AI Tools

Use six free tools to evaluate AI use cases, map handoffs, sort feedback, review CRM data, and plan service recovery.

Free tool

AI Use Case Stress Test

Identify readiness gaps, ownership questions, failure points, and the smallest useful AI test.

Free tool

CX Handoff Mapper

Map a customer journey across people, teams, and systems to find weak handoffs and missing owners.

Free tool

AI Evaluation Builder

Turn an AI task and its failure modes into a rubric, test cases, reviewer rules, and stop conditions.

Free tool

CRM Data Health Sampler

Review a CSV sample for missing values, duplicates, inconsistent formats, and fields that may not support the workflow.

Free tool

Service Recovery Planner

Turn a customer failure into a recovery plan with clear ownership, timing, communication, and follow-up.

Experience design

AI Customer Experience Design

Design AI experiences with clear roles, trustworthy context, human judgment, safe recovery, and measurable outcomes.

Customer problem

User Adoption Fatigue

Find why people verify, correct, or bypass a workflow, then fix the work before asking for more adoption.

Customer problem

Executive Misalignment

Turn competing priorities into a clear decision, accountable ownership, and a practical operating sequence.

Workflow guide

Salesforce Tracing

Follow customer work through Salesforce records, automation, ownership, handoffs, and outcomes.

Workflow guide

Cross-Functional Handoffs

Find where customer context, ownership, or urgency gets lost between teams and systems.

Workflow guide

Service Escalation Maps

Map the conditions, ownership, authority, context, and response needed before a service issue becomes a failure.

Workflow guide

AI-to-Human Routing

Design routing around clear boundaries, safe pauses, useful context, human authority, and accountable outcomes.

AI tooling

AI Copilot Design

Bring trusted context into real workflows, support better decisions, and keep people accountable for the outcome.

AI tooling

PII Scrubbing for AI Workflows

Reduce unnecessary personal data in AI workflows with clear boundaries, tested transformations, and accountable review.

AI tooling

Prompt Injection Controls

Reduce prompt injection risk with clear trust boundaries, limited permissions, enforceable policy, and adversarial testing.

Start here

Fit Check

Find out whether your customer experience, CRM, or AI initiative is ready for a useful next step.

Contact

Contact Matt Rabah

Share a customer experience, lifecycle risk, CRM workflow, or AI readiness problem and get a direct response.

Product · Digital Experiences

A better screen won’t fix a broken service.

A customer completes a clean, simple form. Then the request lands in a shared inbox and disappears. That’s not just a user experience problem. It’s a service problem. Digital Experiences connects the screen to the content, data, workflows, systems, and people required to help someone finish what they started.

Start a fit checkSee what you receive

Where it breaks

Digital friction rarely stays on the screen.

People experience one task. The organization often splits it across pages, platforms, teams, queues, and support channels. Every gap adds effort.

01

People cannot find the right starting point

Navigation follows the organization chart while customer goals, eligibility, urgency, and the next useful action remain hard to recognize.

02

The content explains but does not help

Information may be accurate, but requirements, choices, timing, proof, exceptions, and the path to completion are scattered across pages.

03

A form creates more manual work

The submission becomes an email or incomplete record that someone must interpret, correct, route, and enter again.

What teams receive

Leave with a service teams can build and run.

The outputs connect customer tasks and interface direction to the content, technology, workflows, ownership, and measures required for delivery.

  1. 01

    Digital service direction

    Priority customers, tasks, journeys, channel role, scope, outcomes, constraints, exclusions, and the evidence guiding product and design choices.

  2. 02

    Journey and content architecture

    Information structure, content model, flows, states, channel changes, ownership, service blueprint, and the complete path from entry to result.

  3. 03

    Delivery requirements

    Content, interfaces, components, accessibility, identity, data, integrations, workflows, analytics, errors, exceptions, handoffs, and acceptance criteria.

  4. 04

    Operating and measurement plan

    Product and content ownership, accessibility review, release and incident rhythms, customer measures, operating measures, and evidence for improvement.

How the work moves

Follow the task from first question to final outcome.

The work starts with what a person needs to accomplish, then traces every decision and dependency required to deliver the result.

  1. 01

    Find

    Which digital problem is worth fixing?

    Customer intent, research, search behavior, accessibility barriers, contact reasons, drop-off, repeated effort, operating impact, and the decision required.

  2. 02

    Test

    Can people understand and complete the task?

    Content, flows, forms, interface states, responsive behavior, accessibility, usability, errors, edge cases, and observed comprehension.

  3. 03

    Run

    Does the live service improve the outcome?

    Completion, quality, accessibility, customer effort, service demand, rework, incidents, feedback, ownership, releases, and outcome measures.

What to examine

Measure the screen, the service, and the result.

A digital path can look successful in analytics while creating confusion or rework elsewhere. The evidence should follow the customer and the work to completion.

Customer intent and behavior

Research, search terms, common tasks, navigation, choices, drop-off, repeat visits, support seeking, devices, language, and observed barriers.

Interaction and accessibility

Keyboard and screen reader behavior, semantics, contrast, zoom, motion, forms, validation, focus, errors, performance, and usability.

Customer and operating outcomes

Completion quality, effort, access, trust, resolution, service demand, rework, cycle time, retention, cost, risk, and unintended effects.

Accessibility is part of the service

Accessibility should shape research, content, structure, interaction, code, testing, support, and alternative paths from the start. A final audit cannot repair every decision that came before it.

When it fits

Use Digital Experiences when the screen and service must improve together.

This work fits a consequential website, portal, app, account, or cross-channel journey with accountable business, content, design, technical, and operating owners. It is not the right fit for cosmetic production when the workflows and service behind the interface cannot change.

Start a fit check

Related paths

Choose the next step based on what blocks completion.

Experience Foundations

Several teams or channels need shared customer, journey, ownership, and measurement decisions before digital delivery begins.

Explore Experience Foundations

CRM Workflow Audit

Digital requests create records, routing, automation, or service work that is incomplete, unreliable, duplicated, or poorly owned.

Explore CRM Workflow Audit

CX on Location

The journey crosses a store, branch, clinic, venue, workplace, or other environment where digital and in-person service must connect.

Explore CX on Location