Tier 1 — Diagnose

You cannot fix what you
have not measured.

Most CX programs fail not because the team lacks effort, but because they are solving the wrong problem. The Diagnostic Sprint identifies the real friction, ranks it by revenue impact, and delivers a decision, not a report.

Book a Discovery Call See what you get

Weeks, fixed scope

3–4h

Your team's time

Deliverables

100%

Fee credited on conversion

What you receive

Six deliverables. One clear decision.

Every output is built to inform a concrete next action, not to document effort. The Sprint produces evidence, not slides.

Full CX journey map, current state

Mapped against all five H.E.A.R.T. Framework™ pillars. Shows every touchpoint, ownership gap, and handoff failure across the post-sale journey.

Top 3–5 friction points, ranked by revenue impact

Not a list of everything that is wrong. The three to five gaps with the highest measurable cost in churn, escalation, and expansion loss.

H.E.A.R.T. scorecard baseline

Scored across all five pillars: Hear, Engineer, Activate, Resolve, Track. Shows where the CX function is operating and where it is not.

Prioritized 90-day action plan

Three sequenced workstreams with owners, measurable targets, and estimated revenue impact per initiative. Built to be implemented, not filed.

VoC analysis summary

Customer signal themes extracted from NPS, CSAT, support data, and available customer interviews. Root causes identified, not just sentiments logged.

60-minute executive readout

Live session with key stakeholders. Findings presented, action plan reviewed, questions answered. If a follow-on engagement makes sense, you will hear it plainly.

How it runs

Four phases. Twelve days.

Fixed scope, fixed timeline. Your team's involvement is concentrated in the first three days. The rest is Customera's work.

Phase 1 Days 1–3

Discovery and data collection

Kickoff call, 60 minutes

Access to support tools, CRM, survey data

Structured interviews with 2–3 key stakeholders

Pre-work intake form completed by your team

Phase 2 Days 4–7

Diagnostic analysis

VoC theme analysis across all signal sources

Journey mapping against H.E.A.R.T. pillars

Support operations pattern identification

H.E.A.R.T. scorecard baseline scoring

Phase 3 Days 8–10

Synthesis and roadmap

Insight synthesis and friction ranking

90-day roadmap prioritization

Revenue impact estimation per initiative

Executive deliverable package production

Phase 4 Days 11–12

Readout and decision

60-minute executive presentation

Q&A with key stakeholders

Accelerator briefing if applicable

Clear next step confirmed before close

Honest positioning

What this is, and what it is not.

Wrong-fit clients waste each other's time. This section is for the buyer who is still deciding.

This is not for you if

You need an audit that validates a decision already made

You are looking for a report to present internally without commitment to act

CX leadership does not have a seat at the table for the readout

You want a framework recommendation without any operational follow-through

This works when

Churn has risen or stalled without a clear root cause explanation

A new CX or CS leader needs a credible baseline before making changes

The executive team suspects CX is a revenue problem but lacks the data to act

You are evaluating the Accelerator and want evidence before committing

Investment

Fixed scope, fixed price.

No retainers, no scope creep, no open-ended engagements. The Sprint is a defined product. You know exactly what you get and what it costs before you start.

Standard Sprint

Sprint

$4,500 USD

Full diagnostic package across all six deliverables. Readout session included. Fixed scope, 12-day engagement.

CX journey map, current state

Top friction points, revenue-ranked

H.E.A.R.T. scorecard baseline

Prioritized 90-day action plan

VoC analysis summary

60-minute executive readout

Sprint fee credited in full toward the Time to Grow CX Accelerator on conversion.

Sprint + Strategy

Sprint with Strategy Session

$6,500 USD

Everything in the Sprint, plus a 2-hour strategic planning workshop with your leadership team to translate findings into an approved implementation plan.

All six Sprint deliverables

2-hour leadership strategy workshop

Approved implementation plan, signed off

Stakeholder alignment documentation

Recommended when CX decisions require executive alignment before the team can act.

Pricing shown for Tier A markets (US, Northern Europe). Geography-adjusted rates available on request. Never published as a blanket discount.

Start with a 30-minute diagnostic call.

One conversation to confirm whether the Sprint is the right starting point. If the gaps are not there, you will know before any commitment is made.

Book a 30-Minute Call