Customer Experience & Product Consulting

Balancing business goals and customer needs to create exceptional experiences that drive profitable, lasting growth.

Most products fail due to a lack of strategy. A well-thought Customer Experience and Product strategy, which identifies pain points and ruthlessly selects differentiating opportunities, can determine the fate of a company.

Still, 90% of strategies never get implemented. CX&P focuses on changing that and delivering executable customer experience and product strategies that yield results.

What we do

We work with leaders to identify the experience and product-related challenges that get in the way of success — and solve them.

We answer your most complex CX and Product questions with practical guidance

  • Why aren’t our customers converting?

  • How do we keep them coming back?

  • Is our value proposition strong enough?

  • What sets us apart in a crowded market?

  • How can our product truly stand out?

  • Where is our next phase of growth?

  • How do we move from strategy to action?

  • When is it time to pivot?

Executable customer experience and product strategies that yield results

Our Strategic Capabilities

Opportunity discovery

  • Strategy needs to be rooted in context understanding and identification of pain points and opportunities. This ensures that we narrow down our focus on the most relevant solutions in subsequent phases.

    Discovery often requires data collection, analysis and insight, product/experience market-fit review, and customer maturity assessment.

    No one knows your business better than you do — we work with you to leverage your knowledge and make this phase, which can not be skipped when crafting a strategy, as efficient as possible.

  • Qualitative & Quantitative Research

    Industry Trends

    Competitive and Gap Analysis

    Segmentation & Personas

    Journey & Experience Maps

  • Do you really know your customers?

    Facing a slow growth rate, our clients sought to validate her knowledge of her existing client base, and identify new customer segments. Sifting through existing customer analytics and conducting primary research led our team to identify personas that were different from the company’s existing marketing target audience.

    Marketing campaigns were retargeted toward more appropriate segments, resulting in 100% growth in the company best selling product’s sales. Additional go-to-market channels were proposed for experimentation to address untapped customers.

Future state design

  • Whether starting from a blank slate or building upon an existing strategy, future state activities focus on long-term vision and core initiatives that address issues and increase competitiveness.

    Future state design is usually punctuated with several workshops that require our client’s participation to make choices on ‘where to play’ and how to measure success (i.e., OKRs).

    Whether focused on customer or product strategy, attention should be dedicated to ensure that this strategic piece of work is embedded within your corporate strategy, and incorporate existing trends, such as Gen AI, if applicable.

  • Vision and mission

    Value proposition and differentiators

    Strategic themes

    Performance Metrics / OKRs

  • Introducing continuous discovery to the public sector

    Our team was hired to audit an eCommerce playbook for underserved communities, with members willing to develop their own business.

    After formulating recommendations on the playbook relative to the existing user needs within the community, we worked with our client to identify success metrics and develop a process to continuously identify improvement opportunities in the eCommerce curriculum, prioritize these opportunities, and test potential solutions accordingly.

    The playbook has the potential to reach 80+ thousand individuals.

Planning and execution

  • Strategy implementation requires to translate the strategy into roadmaps and action plans.

    Additional support for this transition can be delivered via training and coaching on core Customer Experience and Product topics (product mindset, human-centered design, service design, continuous discovery, etc.) and tactics to facilitate change adoption.

    This phase is accompanied by a business case, which looks at the viability of the customer-centric decisions for the business, seeking the balance for both customers and the business to win together.

  • Product discovery training

    Outcome-base roadmap

    Business case

    MVP scoping

    Backlog of experiments

  • De-risking investment for an international computer peripherals manufacturer

    Our client needed to validate a new product concept which had not gone through discovery. Workshops were leveraged to delineate the problem and confirm the pre-identified solution, which also served to align stakeholders on a common vision.

    Assumptions were identified for testing, a specific audience was defined, and research was conducted to validate these assumptions. The insight was summarized and leveraged to revisit the value proposition of the product.

    The customer insights and work completed suggested not to go to market with the product, avoiding an unnecessary multimillion investment.

Who we serve

CX&P works with Product, Marketing, CX, and transformation leaders of growth-stage and enterprise organizations to identify and solve their CX and product-related challenges with an impact-driven mindset.

The majority of our clients belong to the following industries:

  • Retail and CPG

  • Financial Services

  • Technology

  • Public Sector and Nonprofit

[CX&P’s] ability to truly listen, generate data-driven insight, and go deep into understanding the complexities of an organization allow them to formulate recommendations that accurately fit the company's needs. Beyond delivering impeccable deliverables, their team drives outstanding results and their relentless commitment to knowledge-sharing has been instrumental to my own professional journey — Retail Senior Marketing Executive

  • From the beginning of my engagement with Delphine, I knew there was something special about her approach compared to other consultants. She checked all the usual consultant boxes: smart, focused, passionate, knowledgeable. The difference was her focus on my success, and cultivating a relationship with me to drive results. Furthermore, beyond our initial engagement, Delphine has become a trusted advisor whom I regularly turn to for insights on product strategy and operations. Delphine displays a unique ability to blend a principled mindset and cutting-edge concepts, with practical, real-world applications. It's rare to find someone who not only understands the intricacies of strategy but also possesses the pragmatism to execute effectively. I wholeheartedly recommend Delphine to any organization seeking not just a consultant, but a true collaborator in achieving their goals.

Let’s connect

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