Customer Experience Consulting
Find where the experience breaks, and fix it where the business feels it.
Most companies know their customer journey from the inside. Customers live it from the outside, across channels, partners, and teams that were never designed as one experience. Excelerate's customer experience consulting starts from the customer's side, backed by research and data, then turns what we learn into a prioritized set of changes your organization can fund, sequence, and run. A Transformation Architect™ leads the work from the first research question through implementation, and Excelerate prices it on a fixed fee tied to a defined scope and outcome.
What Our CX Consulting Covers
From the first research question to the metrics that prove it worked.
CX maturity and current-state assessment. Stakeholder interviews and a review of the data you already have, so everyone starts from the same picture of where the experience stands today.
Customer and partner research. Qualitative interviews and quantitative studies, including trade-off methods such as MaxDiff, to learn what customers actually value rather than what they say in a satisfaction survey.
Journey mapping. Visualized journeys that show where and when you interact with customers, and where the friction lives.
Segmentation and personas. Segments that let you personalize the experience without losing efficiency at scale.
Opportunity prioritization. A long list of ideas narrowed by impact and effort into the few that matter most.
CX playbooks, roadmaps, and metrics. The playbook, a sequenced roadmap, and voice-of-the-customer metrics such as Net Promoter Score, overall satisfaction, and customer effort, so progress stays visible to leadership.
Implementation support. We stay through implementation when you want us to.
Customer Experience Consulting in Practice
B2B and B2C, across channels, partners, and regions.
A global biotechnology company with more than 200 channel partners. We mapped the Channel Partner Journey, ran a quantitative study with more than 200 partner companies, and segmented partners into five groups the company could serve in a personalized but scalable way. Over 60 opportunities were identified and 21 prioritized, and several moved into implementation.
A new CX team at a financial institution serving commercial clients. We assessed CX maturity, ran a path-to-banking study, built MaxDiff-based segments and personas, trained the team to run journey mapping, and delivered a CX playbook with more than 40 prioritized opportunities. The client asked Excelerate to continue through implementation.
A $14B agricultural manufacturer and distributor. We reviewed more than 35 internal data sources, interviewed 29 retailers, built two customer journey maps, and set customer-centric service design standards backed by a sequenced future-state roadmap.
A national insurance brokerage operating in seven regions. We piloted a standardized voice-of-the-customer program across three regions using Net Promoter Score, overall satisfaction, and customer effort benchmarks, and built the playbook that put the regions on one schedule. The client has since added more regions to the pilot.
“Excelerate pushed us to think holistically about our customer strategy and its impact on the business by grounding us in the voice of the customer. Their approach helped us challenge assumptions, reframe our perspective, and align around a shared goal of reducing customer friction. What truly set them apart was the actionability of their work—they didn’t just tell us what to do, they showed us how to do it and helped us put it into practice.”
—Brant Gilbert, VP, Sales Activation & Operations, WinField United
“Excelerate helped cross-functional leaders at Tandem focus on the patient as the center of a customer experience strategy…By mapping the full patient journey, they surfaced a prioritized set of opportunities…translated into scoped, budgeted initiatives that leadership could actually fund and sequence with confidence. More importantly, Excelerate didn’t stop at the strategy deck. Their implementation support brought those initiatives to life, with real, measurable impact on the patient experience.”
—Andrew Kaplan, Director, Customer Experience (Former), Tandem Diabetes Care
The Transformation Architect's Difference
Turning customer insight into changes the business actually makes.
Mapping a journey is the easy part. The hard part is getting a cross-functional organization to change what happens at each step, and to keep it changed.
Research you can act on. Every study is designed around the decisions it has to inform, so findings arrive with priorities attached.
One team from insight to implementation. The people who study your customers also build the roadmap and support the rollout, so nothing is lost in the handoff.
Built with your team. We train internal teams to run the methods themselves, as we did for a new banking CX team, so the capability stays after we leave.
Measured from day one. We set CX metrics up front so leadership can see progress, not just activity.
With Excelerate, customer experience becomes a funded, sequenced program instead of a journey map on a wall.
Customer Experience Consulting FAQs
What does a customer experience consultant do?
A customer experience consultant helps a company see its experience from the customer's side and improve it. At Excelerate that means research, journey mapping, segmentation, opportunity prioritization, and a playbook and roadmap to act on, with support through implementation.
Do you work on B2B customer experience?
Yes. Much of Excelerate's CX work is B2B, including channel partners for a global biotechnology company, commercial banking clients, and the retailers served by an agricultural manufacturer and distributor.
How is customer experience consulting priced?
On a fixed fee tied to a defined scope and outcome, agreed before the work begins. If the work takes longer than estimated, Excelerate absorbs the difference.
Which industries do you work in?
Excelerate's five core industries are sporting goods and apparel, MedTech and medical devices, retail and CPG, financial services and insurance, and software and technology. Excelerate also delivers work outside those five.