How it works
Every step stands on its own.
Four steps, each complete in itself. The first one is free — and every paid step is a fixed fee you'll know before you commit.
How fees work
Fixed fee, quoted for your market within 24 hours. No hourly billing, no scope creep, no negotiation theatre. And the Snapshot is free — always.
The Experience Snapshot
Free — alwaysTell Exie what feels off. You get a map of where your customers are getting stuck, and 30 minutes with our team to talk it through — free.
Tell Exie, our assistant, what feels off. Together you map where customers struggle with your business — where, why, and how it shows up in your numbers. Then our team spends 30 minutes on that map with you. You leave knowing what your problem actually is, whether or not we ever work together.
The Experience Diagnostic
2 weeks · fixed feeTwo weeks finding exactly where — and why — customers get stuck with your business. You get one document: what's broken, what it costs, what to fix first.
We interview your team, listen to your customers, and walk every step a customer takes with your business — including what happens behind the scenes. Every problem we find gets scored by what it costs you, so the argument about what to fix first ends. It closes with a session walking your leadership through all of it, in plain language.
DeliverableThe Experience Ledger — the document your team argues from for the next year.
The Experience Sprint
6–8 weeks · fixed feeWe fix the biggest problem the Diagnostic found — redesigning it with your team, building the software if it's needed, and committing to one number moving.
Six to eight weeks on the problem costing you the most. We redesign how that part of your business works, step by step, alongside your team. Where the fix needs software, ExSient builds it. And we commit to one measurable result: the number the Diagnostic said matters most.
The Experience Partner
Monthly retainer · quarterly commitmentA senior customer-experience expert on your side every month — without hiring one full-time.
For the team that owns customer experience day to day. Every month we re-examine your customer journey for new problems, review anything AI-facing before your customers meet it, help with the hard calls, and coach your team to spot issues themselves. We take on only four Partner clients at a time.
Delivery
When the fix needs building
A redesigned journey often needs software behind it — an automation, an integration, an AI-enabled tool your team doesn't have the hands to build. ExSient designs it and ExSient builds it — the assistant on this site, the sentiment product behind it, and the automations that run our own practice are all our own work. One accountable partner, from first diagnosis to adoption.
Diagnose
ExSientThe Snapshot and Diagnostic name the real problem before anything gets built.
Design
ExSientThe solution is designed against the journey — flows, blueprints, AI touchpoints.
Build
ExSientWe build it — accountable for scope, quality, and the experience it creates.
Adoption
ExSientWe land it with your team and your customers, and measure the metric it was built to move.
Fair questions
A decade of results behind the practice
~0%
Reduction in at-risk customer churn for an automotive retail client, by redesigning intervention around behavior signals instead of survey scores.
~0%
Faster time-to-first-value for a B2B SaaS platform, by rebuilding onboarding around the customer's moment of success.
$0.0M
Competitive RFP won by putting a first-principles experience diagnosis at the center of the proposal.
Delivered as engagement lead across previous consulting roles over the past decade. ExSient client case studies will appear here as the practice grows. Read the ten field cases
Until then — don't take our word for the method. Run it. The Snapshot is the proof, and it's free.
Not sure which step you need?
That's exactly what the free Snapshot answers. One conversation, no commitment.