Field Cases — CX Diagnosis in Practice

Field cases

Ten engagements, one method: find where the experience actually breaks, name the root cause against a first principle, and design the fix the journey was asking for.

Client identities withheld by design. Engagements delivered as lead across previous consulting roles; figures are each engagement's findings and committed design targets.

A global vehicle-parts distributor · Automotive aftermarket · B2B + B2CThe next advantage wasn't cheaper parts. It was trusted parts.Rated best in the industry for finding rare parts — and still fighting a trust deficit that ate the advantage alive.Read the case 97%identification accuracy the redesigned intake was built to hit

A nationwide landscape-supply network · Trade distribution · B2BFrom supplier to partner.Hundreds of branches, a catalog past a hundred thousand SKUs — and professionals burning their most billable hours on ghost stock and 6 AM queues.Read the case 20m→10sa counter-wait reorder, redesigned into a ten-second tap

A leading virtual-therapy platform · Digital health · B2C + B2BMaking virtual care feel like care.Thousands of therapists, a strategic pivot to enterprise — and one constraint ruling everything: every hour lost to admin was care not delivered.Read the case 1,000+clinician hours trapped in admin, returned to care by design

A campus-commerce platform behind hundreds of universities · Higher-ed payments · B2B2COne campus. One wallet.Students paid tuition in one system, topped up dining cards in another, and carried their ID in a competitor's app. Their day didn't care who owned which.Read the case 3→1systems a student juggled, collapsed into one campus wallet

A private-equity-backed vertical-SaaS group · B2B SaaS portfolio · PE-backedValuation is an experience metric.A portfolio built by acquisition, satisfaction scores spread across 116 points — and customers naming, in public reviews, exactly which competitor they were leaving for.Read the case 116point NPS spread across the portfolio, mapped product by product

A Fortune 500 payments processor · Enterprise payments · Employee experienceOnboarding is a customer journey. The customer is your new hire.New hires were taking too long to become productive. 1,399 employee reviews — read one by one — explained exactly why.Read the case 1,399employee reviews mined before a single recommendation was made

An international payments giant, mid-merger · Payments technology · AI & agentic commerceTwo wars. One engine.A defensive war of merger integration at home, an offensive war against AI-native challengers ahead — and the discovery that the same build wins both.Read the case 99.9%of transactions matched by the AI reconciliation engine — only true anomalies reach a human

A wealth-management firm · Financial services · Conversational AIDormant isn't gone.45,000 clients had quietly stopped investing. The fix wasn't a campaign — it was a conversation that knew exactly when to hand over to a human.Read the case 45,000dormant client relationships the reactivation engine was built to reach

A premium outdoor-gear brand · Premium retail · Phygital commerceRetail that follows the customer outdoors.A brand whose customers live in the wild — and whose retail experience stopped at the door. The redesign follows them out.Read the case 0checkout queues in the redesigned store — purchases complete wherever the customer stands

A systemically important global bank · Banking & capital markets · Partnership strategyReading a bank's decade before it happens.The bank had published its future in fragments — earnings calls, product launches, hiring pages. We assembled the decade and rebuilt a delivery organization around it.Read the case 10years of the bank's technology roadmap, decoded into three dated delivery waves

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Your journey has a case like these in it.