CX Process Optimisation — when your operations genuinely support your customer experience

It is a business-analysis approach applied to customer experience: we map your existing internal processes (as-is), pinpoint what creates friction on the customer side, then document the target processes (to-be) to roll out. The aim: to align your operations with the customer promise you want to keep.

Because most of the irritations customers experience are rooted in poorly aligned internal processes: service breakdowns, unsuitable tools, cross-team misalignments. Optimising these processes treats the cause rather than the symptom and makes the experience smooth at every interaction.

For operations directors / COOs whose internal processes create friction felt by customers, for CX directors who have diagnosed the problems and want to transform the processes behind them, and for CIOs / quality leads whose tools and workflows are not aligned with the intended experience.

In four steps: process scoping (scope, priority processes, business objectives), detailed diagnosis (observation, team interviews, operational data analysis), documentation and mapping (as-is, to-be, co-build workshops), then continuous improvement (rollout plan, team training, adoption tracking). Total duration: 4 to 10 weeks depending on scope.

Between 4 and 10 weeks depending on the number of processes and teams involved. That timeline covers scoping, diagnosis, as-is / to-be documentation, co-build workshops and the rollout plan.

A current process map (as-is), an inefficiency analysis, the documentation of target processes (to-be) ready to deploy, a prioritised transformation plan, and operational co-build workshops with your frontline teams.

Yes. The to-be documentation comes with a rollout plan, team training and adoption tracking. The goal is not to produce a document, but to make sure the new processes are genuinely applied on the ground.

From €8,000 excl. VAT. The upper range applies to multi-process or multi-team scopes. A precise quote is drawn up after an initial scoping conversation.

Standard business analysis optimises processes for internal efficiency. Here the guiding thread is the customer experience: every process is assessed by its impact on what the customer lives, and optimised to serve the customer promise — not simply to cut costs.

Any sector where the customer experience depends on internal processes: banking, insurance, healthcare, retail, B2B SaaS, services. The method adapts to your context — B2B, B2C or B2B2C — in France and internationally.