We close the gap between measuring CX and actually improving it — with strategy, journey mapping, and NPS programs delivered in a 100-day sprint.
Most CX programs measure everything and change nothing. NPS data lives in dashboards no one acts on. Journey mapping produces a deck that gets presented once and filed. Customer feedback never reaches the product or operations team that could act on it.
The gap between insight and improvement is where CX ROI disappears. You know your customers are frustrated. You have the data. You just don't have a clear path from the insight to the change — or the internal momentum to get there.
That is the gap where Redesign works. We don't just map the journey — we build the action plan that operations and product teams can run, and we stay accountable for delivery through the sprint.
Four practice areas, one integrated methodology — designed to move from insight to implementation, not just from data to deck.
Designing end-to-end customer experiences across digital, in-store, contact centre, and field service that feel like one brand, not four separate systems. We audit your current channel architecture, identify friction between touchpoints, and design the connective tissue that creates a coherent experience regardless of where the customer engages.
Research-led journey maps that go beyond the visual — identifying the highest-impact moments and building an action plan that operations and product teams can execute. Our journey maps are working documents, not wall art: each touchpoint is assessed for effort, emotion, and business impact, and ranked by improvement ROI.
Building Voice of Customer programs that close the loop: from survey design and data collection to operational playbooks and cross-functional ownership. Most VoC programs generate reports. We design programs that generate decisions — with clear escalation paths, owner assignments, and 30-day resolution cycles built in from the start.
Qualitative and quantitative research that surfaces what customers actually experience — not what they say they experience, and not what internal teams assume they experience. We use a combination of contextual inquiry, diary studies, support log analysis, and behavioral data to build a diagnostic picture that is honest about the gaps.
A typical CX engagement at Redesign runs 90–120 days and produces a CX strategy, journey maps, a VoC operational playbook, and a 90-day implementation roadmap that client teams can own and run without us. That is by design.
Most consulting engagements run six months and end with a presentation. Ours end with a team that knows what to do, tools to do it, and a roadmap with owners assigned to every action. The difference is our 100-day sprint model — structured to produce implementation-ready outputs at every phase.
We work inside your organization, not alongside it. That means joint working sessions, real customer access, and delivery accountability at every milestone.
Independent research consistently shows that companies leading in customer experience outperform those that don't — by margins that dwarf any consulting fee.
We have done this work across enterprise, mid-market, consumer, and B2B contexts. Here is what that looks like in practice.
Outside-in research commissioned by Microsoft to understand how digital native startups perceive and experience cloud adoption. Qualitative interviews across 10 countries surfaced a fundamental brand gap: startups described AWS as "The Hero" and Microsoft as "The Ruler" — a finding invisible in aggregate NPS data. The engagement delivered 10 key insights, AS-IS/TO-BE journey maps, and a strategic visual story used internally to align teams.
Mapped and redesigned Vodafone's billing customer journey — one of the highest-volume, highest-friction touchpoints in telecom. Through a combination of call center log analysis, contextual customer interviews, and touchpoint audits, we produced a prioritized redesign roadmap that was adopted by both the product and operations teams. The work directly informed changes to the billing communication system and self-service portal.
Applied omnichannel CX methodology to both consumer and B2B contexts — working with Coca-Cola's retail experience teams on channel integration, and with Bridgestone on field service and B2B customer lifecycle design. These engagements demonstrated how the same research-first approach produces actionable outcomes across very different customer experience contexts.
For retailers looking to measure in-store customer experience continuously — queue wait times, service levels, and brand execution — we offer EdgeRetail, a computer vision analytics platform that turns existing cameras into an always-on CX measurement layer. Redesign Business is the authorized US solution provider for EdgeRetail.
We work with US mid-market companies in the $100M–$2B revenue range — large enough to have a CX function, but without the internal capacity to transform it at speed. Our clients are typically in one of four situations:
A rapid audit of your current CX program, customer data, and journey gaps. It costs less than a strategy deck and ends with a clear action plan — not a presentation, but a prioritized roadmap your team can execute. Let's talk.
Start the conversation →Frequently Asked Questions
Every engagement starts with a 2-week diagnostic — customer research, data review, stakeholder interviews. From there, we move into a 100-day sprint: define the right problem, design the intervention, and deliver live impact. No open-ended retainers.
Most engagements run 60–100 days from kick-off to delivered output. The 100-day model is a hard constraint, not an estimate — it forces prioritization and creates a clear delivery milestone.
Journey mapping is a tool. CX consulting is the full cycle — from customer research through operational change. Maps that don't change what operations does aren't consulting; they're documentation.
We augment internal teams. We run the sprint or diagnostic that internal bandwidth doesn't allow for — then hand over the output and methodology for the team to own.
Diagnostic sprints start at $75K. Full engagements typically run $150K–$400K depending on scope, number of channels, and the depth of operational integration required.