# Kairos | Adaptive Customer Experience Consulting > Customer experience consulting for AI-driven customer experience design. Kairos helps teams define customer journey priorities, understand customer behaviour, and design experiences that work safely inside existing systems. Last updated: 2026-02-19 Website: https://kairoscx.co.uk --- ## What Kairos Does Kairos specialises in Adaptive Customer Experience (CX) consulting and AI-driven customer experience design. We help organisations move beyond static, "happy path" customer experience journeys to build experiences that respond intelligently when reality changes—delivery dates slip, stock runs out, support queues spike, policies shift. Our approach centres on the design of experience: understanding customer behaviour, mapping the customer experience journey end to end, and creating service designs that adapt to real conditions rather than assumed ones. We are NOT a software product, NOT a chatbot vendor, and NOT a generic AI consultancy. Kairos focuses exclusively on definition and design—we hand over build-ready tooling briefs so your teams can implement safely using existing tools. --- ## The Problem We Solve Most AI initiatives fail not because the technology is wrong, but because the service underneath wasn't designed to handle decisions when reality changes. Organisations invest in the ai customer journey expecting transformation, but struggle to define customer journey moments that actually work under pressure. Key statistics: - 74% of organisations struggle to achieve value from AI (BCG, 2024) - 80% fail to move beyond pilot stage (IHL Group, 2024) - 75% of initiatives fail to deliver (Fortune, 2024) --- ## The Adaptive CX Framework Our methodology is built on three foundations: ### 1. Signals Evidence about what is true right now—customer behaviour, system states, environmental factors. ### 2. Truth Contracts What the service treats as "true enough to act on" with defined confidence levels. ### 3. Behaviour Specs What the service should do in each moment, with clear triggers and outcomes. --- ## The Adaptation Hierarchy Not every moment needs the same level of AI autonomy: 1. **Inform** — Surface insights for human decision-making 2. **Assist** — Suggest actions for human approval 3. **Route** — Direct to appropriate channels or resources 4. **Orchestrate** — Coordinate multiple systems and actions 5. **Act** — Execute autonomously with human oversight --- ## The Four Gates Every adaptive moment must pass through four gates before deployment: 1. **Truth Gate** — Is the data reliable enough to act on? 2. **Safety Gate** — What could go wrong, and how do we prevent it? 3. **Measurement Gate** — How will we know if it's working? 4. **Compliance Gate** — Does it meet regulatory and policy requirements? --- ## Our Work Kairos has helped organisations across Financial Services, Retail, and Telecommunications design adaptive customer moments. Our portfolio includes: - **Behavioural Maps** — Visual specifications of how AI should respond in each moment - **Maturity Snapshots** — Current-state assessments with gap analysis - **Moment Worksheets** — Detailed specifications for individual adaptive moments - **Roadmaps** — Prioritised implementation sequences - **Service Blueprints** — End-to-end service design documentation --- ## Services ### AI CX Reality Check A short, sharp maturity and credibility check that replaces opinion, hype, and wishful thinking with a shared reality. Helps you define customer journey priorities grounded in evidence. Delivers a Maturity Snapshot, risk and fantasy flags, credible opportunity directions, and a recommendation on which sprint comes next. (2–3 weeks) ### Adaptive CX Opportunity Program A structured program that surfaces high-value AI moments by understanding the customer journey ai teams need to act on—the service, the customer service customer interactions, and the organisation's real capabilities. Delivers an Opportunity Map, 3–5 priority moments with value analysis, and a clear recommendation on which moment to take forward. (4–6 weeks) ### AI Design Sprint Turning one chosen opportunity into explicit, governed, build-ready service behaviour. The design of experience methodology ensures every moment is specified with signals, truth contracts, and behaviour specs. Delivers an AI Behaviour Blueprint, Service Behaviour Spec, tool-agnostic build brief, and proof and measurement plan. (4–6 weeks) ### Advisory Ongoing strategic guidance for teams building adaptive customer experiences, covering customer journey ai governance, customer behaviour analysis, and scaling decisions. ### AI Hackathon A facilitated 2-3 day event where cross-functional teams work on real AI opportunities using the Kairos framework. Teams work on moments already identified through a Reality Check or Opportunity Program, producing governed behaviour designs they can take forward. Delivers moment design drafts for 3-5 real moments, cross-team alignment, a prioritised action list, and team capability uplift. (2-3 days) ### Training & Facilitation Structured training and facilitation enabling internal teams to run adaptive CX work independently. Not a certification programme—practical capability transfer so teams can apply the framework, run their own moment design sessions, and maintain governance standards. Delivers framework training, facilitation playbooks, governance templates, and practice sessions. (Flexible) --- ## Insights - **From Adaptive Growth to Adaptive CX** — Take the experimentation and personalisation mindset from growth marketing and apply it to the service moments that decide churn, cost-to-serve, and trust. - **Static CX in a Dynamic World** — Why traditional customer journeys fail when reality intervenes, and what adaptive CX does differently. --- ## Getting Started Our four-step approach: 1. **Find** — Identify high-impact moments in your customer journey 2. **Assess** — Evaluate current capabilities and gaps 3. **Design** — Create behaviour specs and truth contracts 4. **Prepare** — Hand over build-ready specifications and prove value Define measurable improvements in 60–90 days, not multi-year transformation programmes. --- ## Site Pages - Home: https://kairoscx.co.uk/ - Our Work: https://kairoscx.co.uk/our-work - Services: https://kairoscx.co.uk/services - AI CX Reality Check: https://kairoscx.co.uk/reality-check - AI Design Sprint: https://kairoscx.co.uk/ai-design-sprint - Adaptive CX Opportunity Program: https://kairoscx.co.uk/getting-started - Advisory: https://kairoscx.co.uk/advisory - AI Hackathon: https://kairoscx.co.uk/ai-hackathon - Training & Facilitation: https://kairoscx.co.uk/training - Adaptive CX Framework: https://kairoscx.co.uk/adaptive-cx - Why AI Fails: https://kairoscx.co.uk/why-ai-fails - Platform Accelerators: https://kairoscx.co.uk/platforms - Insights: https://kairoscx.co.uk/insights - From Adaptive Growth to Adaptive CX: https://kairoscx.co.uk/insights/adaptive-growth - Static CX in a Dynamic World: https://kairoscx.co.uk/insights/static-cx - Shop: https://kairoscx.co.uk/shop - Contact: https://kairoscx.co.uk/contact - Privacy: https://kairoscx.co.uk/privacy --- ## Contact Website: https://kairoscx.co.uk Contact page: https://kairoscx.co.uk/contact © 2026 Kairos. 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