About Kairos

    What it's like to work with us

    Kairos is an adaptive customer experience consultancy. We help organisations design, build, and govern AI-powered CX that is measurable, safe to scale, and genuinely useful to customers.

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    Two ways to work with us

    Whether you want to get started independently or bring us in to lead the work, the frameworks are the same.

    Self-Serve

    Buy the tools, frameworks, and card decks and run your own sessions. Everything is designed to work without a consultant in the room — structured enough to get results, flexible enough to fit your context.

    Includes:

    • Adaptive CX card deck for facilitated team workshops
    • Signal mapping worksheet — identify your highest-value moments
    • Behaviour specification templates, ready to complete
    • Digital tools with built-in instructions and examples

    Best for teams who understand the problem and want to move quickly without a long procurement process.

    Browse the tools

    Facilitated Engagement

    Bring Kairos in to lead the work. We run the diagnostic, design the first adaptive moment alongside your team, support the build, and leave you with artefacts you own not a dependency on us.

    Includes:

    • Activation Readiness Diagnostic — where you are and what's blocking you
    • Priority Moment Map — the three highest-value places to start
    • Behaviour specification written and reviewed with your team

    Best for organisations with complex platforms, governance requirements, or teams that want senior expertise alongside them throughout.

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    Recent Engagements

    Anonymised examples from organisations applying adaptive CX principles. Each started with a specific challenge and ended with measurable outcomes.

    Financial Services engagement
    Financial Services

    Challenge

    Strategy stall after six months of AI pilot work. No clear mandate for what AI should actually do in customer service.

    Outcome

    Delivered a behaviour blueprint and maturity snapshot. First adaptive moment shipped within 60 days.

    32%reduction in avoidable contacts
    Retail & E-commerce engagement
    Retail & E-commerce

    Challenge

    Proactive notifications were causing more confusion than value. Customers didn't trust the timing or content.

    Outcome

    Redesigned signal-based intervention model. Notifications now triggered by real delivery truth, not schedules.

    18%failed payments recovered

    The Kairos Toolkit

    Every tool and template we use — available to buy and use independently, or deployed as part of a facilitated engagement.

    Adaptive CX Card Deck
    Physical toolCX Moment Journey Audit

    Adaptive CX Card Deck

    A physical card deck for running adaptive moment design sessions with your team. Covers signal types, truth contracts, response logic, and governance. Works as a standalone workshop tool.

    Buy in the shopWhat is Adaptive CX?
    Moment Worksheet
    TemplateCX Moment Journey Audit

    Moment Worksheet

    A structured working document for each adaptive moment — triggers, signals, response rules, fallbacks, and success criteria. Used in both self-serve sessions and facilitated engagements.

    Buy in the shopRead: The Adaptive CX Guide
    Maturity Snapshot
    Assessment toolAdaptive CX Maturity Audit

    Maturity Snapshot

    Plots your current signal quality against autonomy levels to pinpoint where investment will have the most impact. Used in the Activation Readiness Diagnostic.

    Buy in the shopRead: Activation Readiness Audit
    Four Gates Governance Checklist
    Governance toolGovernance Framework

    Four Gates Governance Checklist

    A printed checklist that walks teams through the Truth, Safety, Recovery, and Audit gates before any adaptive moment goes live. Keeps AI scaling safe without bureaucracy.

    Buy in the shopRead: The Four Gates
    Behaviour Specification Template
    Build-ready documentBehaviour Ladder

    Behaviour Specification Template

    The core artefact of every engagement — defines what AI should know, assume, and do at each moment, with explicit decision boundaries your team can test, monitor, and audit.

    Buy in the shopRead: Ethical AI CX Design
    The Adaptive CX Playbook
    PlaybookAdaptive CX Maturity Audit

    The Adaptive CX Playbook

    A practical playbook for designing, governing, and scaling adaptive moments across your CX. Covers signal mapping, behaviour specification, the Four Gates, and implementation sequencing.

    Buy in the shopRead: AI CX Trends 2026
    Data Maturity Assessment
    Assessment toolData Maturity Ladder

    Data Maturity Assessment

    Evaluates your organisation's signal quality across the six levels — from Unknown to Predictive — revealing gaps between what you know and what you need to know to act safely.

    Buy in the shopRead: Data Maturity Guide
    Bloomreach Accelerator Template
    Platform acceleratorBehaviour Ladder

    Bloomreach Accelerator Template

    Translates Adaptive CX service design into Bloomreach-specific configuration briefs — covering campaigns, personalisation rules, and agentic workflows your delivery team can action directly.

    Buy in the shopBloomreach accelerator overview
    Salesforce Agentforce Accelerator Template
    Platform acceleratorBehaviour Ladder

    Salesforce Agentforce Accelerator Template

    Maps Adaptive CX behaviour specifications to Agentforce agent flows, triggers, and escalation logic — so your Salesforce team gets a brief they can build from, not a strategy document.

    Buy in the shopAgentforce accelerator overview
    Google Gemini Accelerator Template
    Platform acceleratorGovernance Framework

    Google Gemini Accelerator Template

    Converts adaptive moment design into Google Gemini-compatible prompt architecture, grounding strategies, and safety instruction sets aligned with the Four Gates governance layer.

    Buy in the shopGoogle Gemini accelerator overview
    AB Tasty Accelerator Template
    Platform acceleratorBehaviour Ladder

    AB Tasty Accelerator Template

    Bridges adaptive moment design to AB Tasty campaign logic — audience segmentation, trigger conditions, and variant specifications written as a ready-to-configure brief.

    Buy in the shopAB Tasty accelerator overview

    What Could Change in Your Service

    These are real customer moments in services like yours. See how adaptive design changes the outcome.

    Delivery Disruption Moment

    A carrier reports an unexpected delay on a time-sensitive order

    Step 1

    Delay Reported

    Carrier flags 48-hour delivery delay

    Step 2

    Signal Detected

    Gift order, birthday delivery now impossible

    Step 3

    Adaptive Response

    Proactive outreach with options: refund, reroute, alternative

    Step 4

    Outcome

    Customer chooses store pickup, satisfaction maintained

    Churn Risk Moment

    A long-standing customer shows signs of leaving

    Step 1

    Cancellation Attempt

    Customer visits the cancellation page

    Step 2

    Signal Detected

    5-year tenure, recent service issue, high LTV

    Step 3

    Adaptive Response

    Route to retention specialist with full context

    Step 4

    Outcome

    Issue resolved, loyalty offer accepted

    Payment Failure Moment

    A high-value customer's payment fails at checkout

    Step 1

    Payment Fails

    Customer's card is declined at checkout

    Step 2

    Signal Detected

    High-value customer, first failure in 3 years

    Step 3

    Adaptive Response

    Auto-retry with alternative, proactive SMS sent

    Step 4

    Outcome

    Payment recovered, no support contact needed

    Support Escalation Moment

    A frustrated customer contacts support repeatedly

    Step 1

    Repeat Contact

    Third support contact this week

    Step 2

    Signal Detected

    Repeat contact, frustration signals, previous failed attempts

    Step 3

    Adaptive Response

    Skip standard script, escalate immediately with context

    Step 4

    Outcome

    First-contact resolution, feedback captured

    Questions about working with Kairos

    What potential clients ask us before starting an engagement or buying the tools.

    How long does a typical engagement take?
    Do we need to have AI already in place to work with you?
    Will this work with our existing platforms?
    What does your team look like?
    How is this different from hiring a generalist consultant?
    Can I use the tools without hiring Kairos as a consultant?
    Who are the tools designed for?
    What's the difference between the tools and a consultancy engagement?

    Ready to find out if Kairos is the right fit?

    Every engagement starts with a conversation. No commitment, no pitch deck — just a straightforward discussion about where you are and what you need.

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