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Customer & Employee Experience

Customers feel every seam in your organization.

Every handoff between teams, tools, and data eventually shows up in someone's experience — a customer repeating their story, a partner who can't find what they need, an employee rebuilding the same report. Customer experience strategy is how we find those seams and decide what to change.

We research how customers and employees actually experience your organization, map the system behind it, and build a prioritized roadmap — including the digital transformation decisions that follow from it.

What CX strategy means here

Design the system behind the experience, not just the screens.

Good customer experience is rarely a single interface. It's the sum of how sales, service, delivery, and operations hand work to each other, and how well the tools behind them support the people doing it.

We treat employee experience as part of the same system: when the internal experience is broken, customers feel it. Much of this work is for growing companies whose tools grew faster than the connections between them.

See our work with growing companies →

What we do

  • Customer and employee experience (CX and EX) strategy
  • Customer, employee, and stakeholder research
  • Journey mapping
  • Service blueprinting
  • Digital transformation strategy and roadmaps
  • Research synthesis
The challenge

Where experience breaks down.

The symptoms look different in every organization. The pattern underneath is usually the same.

Customers feel the handoffs

Customers experience your organization as one thing. When sales, service, and delivery run on separate tools and assumptions, they're the ones who notice the gaps first.

Employees fill the gaps

Workarounds, side spreadsheets, and tribal knowledge keep things moving, and hide how much effort the system is costing your people.

Transformation replaces tools, not workflows

New platforms get implemented around the old process. The technology changes; the experience doesn't.

Research that never becomes decisions

Surveys, interviews, and feedback pile up in decks. Without synthesis and a clear roadmap, insight doesn't turn into change.

How we help

Listen. Map. Plan.

  1. Listen

    Research

    Interviews and observation with customers, employees, and stakeholders, plus a review of the research and data you already have. AI helps us synthesize faster; the listening and interpretation stay human.

    Customer and employee interviewsStakeholder alignmentResearch synthesis

  2. Map

    Journeys & blueprints

    Journey maps show the experience from the customer's or employee's side. Service blueprints connect it to the teams, tools, and data behind it, so you can see where the experience breaks and why.

    Journey mapsService blueprintsFriction inventory

  3. Plan

    Roadmap

    A prioritized CX and transformation roadmap: what to fix first, what to redesign, and what the next platform or process decision needs to account for. When a plan calls for build, we bring in trusted partners.

    Prioritized CX roadmapTransformation prioritiesLeadership readout
How We're Different

Enterprise CX methods, without an enterprise-sized team.

Lucas's background includes UX design for enterprise digital transformation at Boston Consulting Group and UX design leadership for Fortune 500 transformations at IBM iX. Fennec brings those methods to organizations that need them without an enterprise-sized team.

Research first

We don't start with screens or software. We start with the people who live the experience every day.

Customer and employee experience together

Internal experience drives external experience. We map both, so a fix on one side doesn't break the other.

Strategy and design, with partners for build

We lead the research, service design, and roadmap. We don't position ourselves as a systems integrator; when a program needs engineering or platform work, we bring in trusted partners and stay accountable for the design.

Work With Us

Where to start.

CX work usually begins with one of these; larger programs are scoped as project-based engagements.

Operations & Systems Map

6 weeks
Starting at $20,000

Your tools each do their job. The work between them is where things break. We talk with the people doing the work, map how tasks and information actually move across your teams and systems, and deliver a prioritized plan for what to fix first, before you buy, hire, or migrate anything.

Details on Operations & Systems Map

Research-to-Roadmap Package

2–3 weeks
Starting at $17,000

From scattered signals to a product direction you can defend. We take your raw research — transcripts, surveys, existing data — through AI-assisted synthesis and deliver a prioritized roadmap brief that product and engineering can act on immediately.

Details on Research-to-Roadmap Package

Transcript-to-Insights Sprint

5–7 days
Starting at $4,500

You have the interviews. You just don't have the synthesis. We ingest your existing research and documentation into our AI workflow, code themes, and deliver production-ready journey maps, service blueprints, and a synthesis report — in days, not months. Every theme is reviewed and interpreted by a senior researcher before it reaches you.

Details on Transcript-to-Insights Sprint
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Frequently Asked Questions

Common questions

Let's Talk

Let's talk about your customer experience.

If customers or employees are feeling the gaps between your teams and tools — or you're planning a transformation and want it aimed at the right problems — let's talk about what's possible.

Book a Strategy Call → (opens in new tab)