CX strategy
Craft seamless, customer-centric journeys with a CX strategy tailored to your organisation and users.
At Koos, we turn fragmented efforts into unified experiences, leading to higher customer satisfaction, retention, and long-term value.
Build sustainable CX transformation
Are you struggling with fragmented initiatives, siloed teams, or unclear direction?
Our actionable customer experience strategy will act as your experience blueprint. Helping to deliver consistent, engaging, and effective customer experiences.
Low CX maturity & measurement
When CX performance isn’t measured, it can’t be improved. Our CX maturity assessments and measurement frameworks highlight gaps and help track progress to drive continuous improvement.
Unclear CX vision & roadmap
Without a structured approach, CX efforts become fragmented or misaligned. We define a long-term CX vision and translate it into a measurable roadmap that aligns with business goals and user needs.
Siloed teams and no CX ownership
Misalignment in priorities means inconsistent customer touchpoints. We implement cross-functional CX governance to foster ownership, accountability, and leadership buy-in.
How our CX strategy fuels loyalty
We go beyond roadmaps. By delivering clarity, alignment, and the right tools, we empower your teams to design and scale outstanding customer experiences that lead to better retention, higher CSAT, and long-term loyalty.
Our deliverables include:
CX maturity assessment
Assess your CX maturity level to identify strengths, gaps, and areas for growth.
Performance measurement frameworks
Set up structured measurement frameworks, including key CX metrics to track progress and impact over time, and recommendations.
CX vision development
Co-create a clear CX vision that serves as a north star, aligning business goals and customer expectations.
CX strategy roadmap
Turn vision into action with an actionable roadmap outlining key initiatives, timelines, and ownership to guide implementation.
CX governance models
Implement cross-functional CX governance frameworks for clear ownership, roles and accountability.
Organisational alignment workshops
Organise internal alignment workshops to embed CX principles into company culture and decision-making.
Why leading organisations
trust Koos for CX strategy
Customer-driven approach
We put your customers at the heart of your business strategy so that every decision is grounded in real insights.
Tailored strategy
No generic playbooks. We design CX strategies aligned with your structure, goals, and level of CX maturity.
Built for implementation
We deliver clear roadmaps, governance, and team alignment—ready to activate across your organisation.
CX strategy in action
Ready to transform your customer experience?
Together, we design a CX strategy that promotes engagement, retention, and business success. Let’s talk.
Questions about our CX strategy consulting
CX maturity is how well an organisation integrates and optimises customer experience practices. Low CX maturity leads to inconsistent service, poor retention, and missed opportunities. By assessing your current CX maturity and providing a roadmap to help you scale your capabilities effectively, we prevent inconsistent.
Absolutely! A strong CX strategy increases customer satisfaction, leading to higher retention, referrals, and revenue growth.
We establish CX governance frameworks with clear responsibilities and workflows, plus alignment workshops to embed CX principles into your company culture.
Yes! Whether B2B or B2C, a strong CX strategy ensures smoother interactions, strengthens relationships, and drives better business outcomes.