CX Consulting Lab
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Customer experience intelligence

See the customer experience your systems can’t show you.

CX Consulting Lab brings customer health, support conversations, feedback and AI-readiness signals into one decision layer—so your team can see what is breaking, what is changing and what to do next.

Request the CX & AI assessment ↗ Book a CX audit
For CX, Customer Success, Support and Operations teams.
CX
Executive overviewCX Lab workspace
Live data
Overall CX health
72out of 100
Healthy, with emerging risk+6 points this quarter
Health trendLast 6 months
Signals requiring attention3
12 accounts at risk4 need action before renewal
↑ 3
29% automation opportunityMostly Tier-1 support work
+6%
Onboarding frictionTop repeat-contact driver
18%
✦
CX LAB AI RECOMMENDSFix first-week onboarding before adding more support automation.
CX Lab
AM
Customer health

Know which accounts need attention before renewal.

Live workspace
Overall CX health+6 this quarter
72/100

12 accounts at risk4 require action before renewal

↑ 3

29% automation opportunityConcentrated in Tier-1 support

+6%

Onboarding frictionTop driver of repeat contacts

18%
✦
CX LAB AI RECOMMENDSFix first-week onboarding before adding more support automation.

It affects 18% of customer contacts and correlates with lower early-stage CSAT.

Voice of customer

Turn thousands of conversations into a clear customer narrative.

2,481 signals
Onboarding421
Billing confusion287
Feature requests263
Login issues198
“We got started, but it wasn’t clear what to do after inviting the team.”Repeated across 63 conversations this month
AI readiness

Know where AI should automate, assist—or stay out of the way.

Assessment complete
Automate31%

Routing, FAQs and status queries

AI assist24%

Troubleshooting and response drafting

Human-led45%

Escalation, negotiation and recovery

The problem

Your teams already have the data.
They don’t have a shared interpretation of it.

Support sees tickets. Customer Success sees risk. Product sees usage. Leadership sees the result after the fact.

CX Consulting Lab connects those signals early enough to change the outcome.

Customer signals Disconnected
01
SUPPORTTickets & friction
1,284
02
CUSTOMER SUCCESSHealth & renewal risk
12
03
PRODUCTUsage & adoption
−18%
04
LEADERSHIPChurn & outcomes
Late
THE MISSING LAYER One shared interpretation

What is changing · Why it matters · What to do next

The platform

One operating view of customer experience.

Not another reporting layer. A practical system for finding the problem, understanding the evidence and deciding what to do next.

CX operating viewConnected
CUSTOMER HEALTH72/10012 accounts at risk
VOICE OF CUSTOMER2,481signals analyzed
AI READINESS55%AI opportunity

One shared operating viewRisk · friction · sentiment · automation · next action

CX LAB PLATFORMOne product, five connected capabilities
Customer HealthRisk + action Voice of CustomerPatterns + pain CX Lab AIQuestions + evidence AI ReadinessAutomate + assist + human Roadmap30 / 60 / 90-day action
01

See customer health before it becomes churn.

Combine adoption, engagement, support, sentiment and renewal context into explainable account health.

AdoptionEngagementSupportSentimentRenewal
Explore customer health →
Customer HealthLive workspace
72/100Overall health
Trend
+6 this quarter

4 accounts need action before renewalSupport friction and declining usage are the primary drivers.

02

Turn conversations into customer intelligence.

Find recurring pain, sentiment shifts, feature requests and churn signals across tickets, chats, surveys and reviews.

TicketsChatsSurveysReviews
Explore Voice of Customer →
Voice of Customer2,481 signals
Onboarding421
Billing confusion287
Feature requests263
Login issues198
Repeated customer pattern

“The product works—the journey around it is where customers struggle.”

Common across onboarding and activation conversations.
03

Know what to automate—and what not to.

Separate repetitive work, AI-assist opportunities and human-led moments based on the actual customer journey.

AutomateAI assistHuman-led
Explore AI readiness →
AI Opportunity MapAssessment complete
AI-addressable work55%
Work typeBest handlingShare
Routing, FAQs & status
Automate31%
Troubleshooting & drafting
AI assist24%
Escalation & recovery
Human-led45%
Recommended first move

Start with Tier‑1 support automation before higher-risk customer moments.

Who CX Lab is for

Built for customer organizations where the signal is spread across teams and systems.

CX Lab is most useful when no single team has the full customer story — and leadership needs one shared interpretation of risk, friction, feedback and AI opportunity.

01

CX leaders

See the journey across functions, identify the operating gaps and prioritize the changes customers will actually feel.

Primary need: shared customer evidence
02

Customer Success

Understand account health, renewal risk and the reasons behind changing customer behavior before the renewal conversation.

Primary need: explainable risk + action
03

Support & Operations

Connect repeat demand to journey friction, knowledge gaps and the workflows that are safe to automate or augment with AI.

Primary need: demand + workflow intelligence
04

Leadership & Product

See which customer problems repeat, which requests are growing and where operating investment is likely to matter most.

Primary need: priorities backed by evidence
How it works

From customer noise to an operating plan.

Start with what you already know. Add the data you have. Then turn the evidence into a prioritized improvement program.

01 / ASSESS

Measure where you are.

Benchmark CX maturity, AI readiness, Support, Customer Success, Voice of Customer and automation capability.

OutputBaseline + maturity gaps
CX maturity assessment6 dimensions
68/100Overall maturity
Customer Success72
Support81
Voice of Customer57
AI Readiness61
2 priority capability gaps identified
CX Lab AI

Ask your customer operation a question.

Query the evidence behind customer health, friction and feedback without digging through another report.

Grounded in your workspace
Account health
Support
Product usage
Feedback
✦CX Lab AIWorkspace intelligence
Live data
YOUR QUESTION What should Customer Success focus on this week?
PRIORITY ANSWER4 accounts

Prioritize renewal-risk accounts with declining usage and unresolved support friction.

Four accounts show overlapping risk signals. Two require action before renewal.

WHY THIS ANSWER
Health4 declining
Support7 unresolved
Usage−18% avg.
Sentiment2 negative
RECOMMENDED NEXT ACTION

Start with Northstar Health: resolve the open support issue and schedule an adoption review before renewal.

View account →
Human expertise

Use the platform yourself.
Bring us in when the work needs to change.

FROM INSIGHT TO IMPLEMENTATION

Use CX Consulting Lab to identify what needs attention. When the answer requires operating-model changes, new workflows or custom technology, our team works alongside yours to implement it.

Expert engagementBuilt around your operation
01
DIAGNOSEPlatform evidence
02
DESIGNTarget operating model
03
IMPLEMENTWorkflow + technology
04
MEASUREBusiness outcomes
What changes
ProcessJourney, ownership, playbooks
TechnologyAI, automation, integrations
MeasurementHealth, KPIs, feedback loops
01

CX Strategy & Transformation

Operating model, journey design, KPIs and transformation roadmap.

↗ 02

Customer Success Strategy

Health scoring, lifecycle, churn prevention and renewal playbooks.

↗ 03

AI & Support Automation

AI readiness, workflow redesign, agent-assist and implementation.

↗ 04

Custom CX Development

Purpose-built intelligence layers, integrations and workflows around your stack.

↗
Start with the evidence

Find what is holding your customer experience back.

Request the assessment to establish a baseline, or work with us to diagnose the operation and turn the findings into a working improvement program.

01BaselineKnow where you are today 02Priority gapsSee what matters most 03Action planKnow what to do next
ASSESSMENT01

Request the CX & AI Assessment

Establish a broad CX operating baseline, identify priority gaps and see where deeper AI-readiness work may be justified.

Request the assessment ↗
EXPERT-LED02

Book a CX Audit

Work with us to diagnose your operation and turn the findings into an improvement program.

Book a CX audit ↗