Customer Experience Management Program

The Journey

Turn customer evidence into a CX action plan leadership can approve.

The Journey trains cross-functional teams to transform fragmented customer signals into a prioritized, measurable set of improvement initiatives — and to defend them to leadership with evidence, an owner, and a KPI.

Discuss a Journey pilot Download the free CX Field Guide

Free: the CX Field Guide — signal, journey-map, KPI, and action-brief templates your team can use this week.

Read the Evidence

Turn scattered signals — NPS, tickets, interviews, digital clues — into one shared evidence base.

Prioritize the Journey

Map the real journey and choose the few moments of truth that move behavior and business value.

Build the Action Plan

Leave with a manager-ready CX Action Brief: owner, KPI, and implementation timeline.

What Participants Leave With

A CX Action Brief leadership recognizes as decision-ready.

Not a workshop deck. A one-page recommendation built on customer evidence — the artifact a strong internal consulting team would put in front of an executive committee.

Discuss a Journey pilot See what's inside

The Problem

Most organizations don't have a customer-centricity problem. They have an evidence-to-action problem.

Feedback isn't the constraint. Turning it into a decision leadership will fund is. The Journey closes that gap.

Most organizations haveThe Journey creates

Fragmented customer signalsA shared evidence base

Journey maps nobody usesA prioritized operational journey

Standalone metricsA KPI tied to business value

Cross-functional disagreementA shared action plan

The CX Map

Six steps from customer signal to funded decision.

Each step produces the input to the next — and every step moves the team closer to a recommendation leadership can approve.

Gather Signals

Define the Customer

Map the Journey

Diagnose Experience Gaps

Prioritize Moments that Matter

Build the CX Action Brief

A dashboard is not a decision. A journey map is not a plan. A credible CX action carries evidence, an owner, a KPI, and a governance routine.

The Simulation

Northstar Mobility: two quarters to prove CX pays.

Your team inherits a real executive problem and must defend a recommendation to leadership — the same pressure a CX transformation faces in the boardroom.

Northstar Mobility Solutions has strong products and a fragmented experience. Leadership wants proof that customer-experience investment moves the numbers — before renewal season.

NPS declining, quarter over quarter
3,000+ open service tickets to read
Six competing improvement initiatives
A limited investment budget
Two quarters to demonstrate progress

Participants analyze the evidence, prioritize the investment, and defend their recommendation to a leadership panel.

3,000+

Service tickets

Competing initiatives

Budget to allocate

2 qtrs

To show progress

Signal Room

Read the evidence and agree on what actually matters.

Journey Room

Map the journey and locate the moments of truth.

Action Room

Choose the investment and brief leadership.

Run as the Live CX Decision Simulation — interactive Microsoft Teams role-playing — and carried into the Field Seminar.

Delivery Formats

Choose the format that fits your team.

A 60-minute discovery call calibrates the program to your customers and data and sets the baseline; three follow-up coaching sessions make the discipline stick, and the last one reads that baseline again.

The DECIDE Method™

Six stages run under every FieldEdge Academy program. Here is what each one is in The Journey.

How the method works →

DiagnoseDiscovery kickoff
EquipE-Learning
ChallengeLive CX Decision Simulation
ImplementField Seminar
DevelopFollow-up sessions
EvaluateBaseline reviewed

Format	Best for	Duration	Main deliverable
E-Learning	Building shared CX language at scale	3 × 30 min · self-paced	First signal scan & journey logic
Live CX Decision Simulation	Pressure-testing decisions as a team	3 × 90 min · live on Teams	A defended priority decision
Field Seminar	Producing a real, approvable brief	2 × 6 h · in person	Manager-ready CX Action Brief
Complete Program Best value	End-to-end CX capability & governance	All three · sequenced	Action Brief + governance routine

Included · final coaching session

Evaluate

The last coaching session returns to the baseline written down at the kickoff and reads the same numbers again — what moved, what didn't, and what the team needs next.

Discuss a Journey pilot

The Tools

Every decision runs on a tool — and every tool leaves with your team.

Organized by the three phases of CX action. Three flagship tools do the heavy lifting.

Read the Evidence

AI Signal Summary

Turn raw feedback into structured, evidence-backed themes with AI.

Try it →

CX Signal Scanner

Sort complaints, scores, tickets, and clues into evidence that deserves attention.

Try it →

Persona Snapshot

Anchor the journey in one customer reality, not an internal average.

Try it →

Map and Diagnose

Flagship

Journey Map Builder

Map touchpoints, emotions, friction, and evidence gaps on one shared canvas.

Try it →

Touchpoint Inventory

List every interaction and who owns it before mapping anything.

Try it →

Experience Gap Diagnosis

Identify why a moment fails — and match the fix to the gap type.

Try it →

Service Blueprint

Expose the backstage processes and handoffs behind a failing moment.

Try it →

Decide and Govern

Moment-of-Truth Prioritizer

Choose the few moments that change customer behavior and business value.

Try it → Flagship

CX KPI Tree

Connect experience improvements to customer behavior and financial outcomes.

Try it → Flagship

CX Action Brief

Summarize the problem, evidence, owner, KPI, and next step for approval.

Try it →

Journey Governance Canvas

Design the ownership and review routine that keeps the map alive.

Try it →

What Changes After The Journey

Organizational outcomes, not just individual learning.

The Journey is measured by what shifts in how the organization decides.

A shared customer language

Functions describe the journey the same way, from the same evidence.

Evidence-based decisions

CX choices are backed by signals, not the loudest opinion in the room.

Cross-functional alignment

Sales, service, product, and digital agree on the moments that matter.

Measurable CX initiatives

Every improvement carries a KPI and a named owner.

Stronger governance

A review routine keeps the journey map alive after the workshop ends.

Executive-ready recommendations

Teams bring leadership a decision, not a dashboard.

Who It's For

Built for the people who own the moments that matter.

The Journey is useful when organizations have strong customer intentions, many touchpoints, fragmented data — and no single owner of the journey. It creates a common evidence language across functions.

CX leaders Marketing Sales Service Account management Product Customer success HR / L&D Transformation teams Business unit leaders

Best fit: B2B, B2B2C, and complex service teams that need to turn customer insight into concrete, measurable improvement.

Your Instructor

A practitioner who has owned the customer, not just the slide.

An instructor with 30+ years of field experience, international delivery across North America and Europe, and hands-on customer-transformation and consulting work.

25+

Years in the field

20+

Companies trained

1,000+

Employees trained

EN FR

Languages delivered

Sol Tanguay, MBA, Ph.D.

Professor of Information Systems & eBusiness, McGill University, Desautels Faculty of Management

Founder and owner of FieldEdge Academy, the learning institute of Initiativenet. Across 30+ years in academia, entrepreneurship, and consulting, Sol has built customer-analytics capability for B2B organizations across North America and Europe, and is a worldwide trainer for Michelin.

Sol has more than 30 years of professional experience, including leading teams in B2C and B2B companies. His work has always revolved around technology in sales and marketing, and today his business runs on a network of highly qualified professionals and an army of AI agents. His visionary 2005–2013 Ph.D. thesis examined self-service technology adoption and the role of human interaction, topics more relevant than ever in today's AI world. He holds seven diplomas earned over three decades of university study, and combines academic rigor with practical management sense.

Leads: Signal reading, journey-mapping logic, and KPI thinking — the evidence discipline behind credible CX action.

Delivered in English and French.

Free CX Resource Available now

The Journey CX Field Guide

A free, practical guide to bring discipline to customer-experience work — the same templates used inside the program.

The CX action mental model
CX Signal Scanner
Persona Snapshot
Journey map template
Moment-of-Truth Prioritizer
CX KPI Tree
CX Action Brief template

For CX leaders, marketers, sales and service managers, and transformation teams who want measurable improvement without unnecessary complexity.

Next Step

Discuss a Journey pilot.

Run The Journey with one cross-functional team, one priority journey, or one strategic account segment. In a 30-minute call we'll scope the pilot, the team, and the journey you'd improve.

Download the free CX Field Guide

Request a pilot

What happens next: we reply within one business day to book a 30-minute scoping call. No sales pressure — a working conversation about your journey.