Adaptive CX Services

    Each service starts with your current stage, goals, and operational reality

    Win more customersUnlock more revenue
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    How We Help

    Choose the service that fits where you are now, whether you need clarity, direction, or a practical path to improve high-value customer moments.

    AI CX Reality Check

    A maturity and credibility check that replaces opinion with shared reality

    2–3 weeks

    A short, sharp audit that exposes where you really are, replacing opinion, hype, and wishful thinking with a shared reality your teams can act on.

    Includes

    • →Maturity Snapshot v1
    • →Risk and fantasy flags
    • →3–5 credible opportunity directions
    • →Recommendation on which sprint comes next
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    Adaptive CX Opportunity Program

    Discover where AI should genuinely help the service — and why

    4–6 weeks

    A service design sprint that surfaces high-value AI moments by understanding the service, the customer, and the organisation's real capabilities.

    Includes

    • →Adaptive CX Map (AI vs non-AI)
    • →3–5 priority moments with value, cost-of-wrong, and progression path
    • →Clear recommendation on which single moment to take forward
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    AI Design Sprint

    Turn one chosen opportunity into explicit, governed, build-ready service behaviour

    3–4 weeks

    Turning one chosen opportunity into explicit, governed, build-ready service behaviour — with a tool-agnostic build brief your delivery team can act on.

    Includes

    • →AI Behaviour Blueprint
    • →Service Behaviour Spec
    • →Tool-agnostic build brief
    • →Proof and measurement plan
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    Advisory

    Design review, behaviour spec QA, and governance guidance

    Ongoing

    Retained support for teams scaling adaptive CX—providing strategic guidance, design review, and governance counsel.

    Includes

    • →Design review
    • →Behaviour spec QA
    • →Governance and progression guidance
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    AI Hackathon

    Facilitated event where teams design real moments together

    2–3 days

    A 2–3 day facilitated event where cross-functional teams work on your organisation's real AI opportunities, producing governed behaviour designs they can take forward.

    Includes

    • →Moment design drafts
    • →Cross-team alignment
    • →Prioritised action list
    • →Team capability uplift
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    Training & Facilitation

    Build internal capability to run adaptive CX work independently

    Flexible

    Structured capability transfer so your teams can apply the framework, run moment design sessions, and maintain governance standards independently.

    Includes

    • →Framework training
    • →Facilitation playbooks
    • →Governance templates
    • →Guided practice sessions
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    Compare services at a glance

    ServiceAI CX Reality Check2–3 weeks
    ServiceAdaptive CX Opportunity Program4–6 weeks
    ServiceAI Design Sprint2–3 weeks
    ServiceAdvisoryOngoing
    ServiceAI Hackathon2–3 days
    ServiceTraining & FacilitationFlexible
    What you get
    • ✓Maturity Snapshot v1
    • ✓Risk and fantasy flags
    • ✓3–5 credible opportunity directions
    • ✓Recommendation on next sprint
    • ✓Opportunity Map (AI vs non-AI)
    • ✓3–5 priority moments with value analysis
    • ✓Clear recommendation on which moment to take forward
    • ✓AI Behaviour Blueprint
    • ✓Service Behaviour Spec
    • ✓Tool-agnostic build brief
    • ✓Proof and measurement plan
    • ✓Design review sessions
    • ✓Behaviour spec QA
    • ✓Governance guidance
    • ✓Strategic counsel
    • ✓Moment design drafts for 3–5 moments
    • ✓Cross-team alignment
    • ✓Prioritised action list
    • ✓Team capability uplift
    • ✓Framework training
    • ✓Facilitation playbooks
    • ✓Governance templates
    • ✓Guided practice sessions
    Good fit
    • ✓AI pressure with conflicting opinions
    • ✓No shared truth about maturity
    • ✓Need grounding before committing
    • ✓Don't want random AI features
    • ✓Need to know where AI is worth it
    • ✓Want evidence-based opportunity selection
    • ✓Chosen moment ready to design
    • ✓Need build-ready specifications
    • ✓Need progress in weeks not quarters
    • ✓Ongoing AI complexity
    • ✓Scaling adaptive CX across multiple moments
    • ✓Need governance as autonomy increases
    • ✓Identified opportunities ready to explore
    • ✓Need cross-functional alignment
    • ✓Want teams to experience the framework
    • ✓Want to run adaptive CX work independently
    • ✓Scaling framework across teams
    • ✓Investing in long-term capability
    Not the right fit
    • ✗Looking for vendor recommendation
    • ✗Need implementation partner
    • ✗Already have shared clarity on maturity
    • ✗Already know which moment to design
    • ✗Looking for implementation
    • ✗Need maturity assessment first
    • ✗Don't know which moment to design
    • ✗Looking for tech selection
    • ✗Need implementation not design
    • ✗One-off projects
    • ✗Just getting started
    • ✗No existing AI implementations
    • ✗No identified opportunities yet
    • ✗Looking for a generic innovation day
    • ✗Need build-ready specifications
    • ✗Need moments designed for you
    • ✗Looking for certification
    • ✗Need immediate deliverables
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    Frequently asked questions

    What AI CX consulting services are available?
    How do I know which AI CX service is right for my organisation?
    What is an AI CX maturity diagnostic?
    How long do AI customer experience engagements take?
    What outcomes should we expect from AI CX consulting?
    Do we need to replace existing technology to improve customer journeys?
    How do you define customer experience in the context of AI?