Services: Act.

With the team’s input, we develop an actionable plan to deliver the strategies and solutions outlined when we assess the problem and identify the solutions. During this step, we orchestrate the team to execute the plan.

During this part of the project, we assume roles in your organization so we can best help you. This can range from helping you manage your program, product management and design, training your team to do the work, overseeing tool implementation, or tracking results and issuing reports.  

What we find most enjoyable is working with your team to transform the results gained during this step into customer insights that inspire new projects and products. It starts the process again with a new focus, but that's how you improve.

Outline tactics in a roadmap and define plans


  • List steps and processes to achieve the vision and support the strategies defined
  • Participate in workshops to identify priorities 
  • Discuss implementation plans and approaches
  • Determine if tools or processes will help with execution and tracking
  • With the team, identify success metrics and define measurement reports to help track results of the work completed 


  • Roadmap 
  • Tactical plans with deliverables and dates 
  • Success reports
  • Additional deliverables may be included, depending on project scope

How do we do this?  Our process is: Listen. Assess. Identify. Act. Repeat.

1. Listen.

We have expanded the definition of listening to include actions and observation. As we know, actions speak louder than words. Especially in the digital world, actions are the starting point to discover customer motivations and the best way to connect with customers.

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2. Assess.

We help you define the problem. After listening to customers, employees, the data, and the situation, we assess the situation. We identify symptoms and determine the root issue. Once we discover that, we identify solutions to solve the problem. Keep in mind that it is easy to identify a symptom; it is hard to discover the root cause of what's happening around you. This is far from trivial work.

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3. Identify.

Determine possible solutions to your problem. We'll identify multiple solutions to solve your problem and outline the benefits and challenges of each. We'll discuss all the options and brainstorm new ones so you and your team can decide what is best for your organization. You make the right choice for you.

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4. Act.

We work with your team to create an action and implementation plan for your solution (including defined success metrics and identifying ideal outcomes). We'll manage it as well to be sure we meet expectations.

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5. Repeat.

Once we take action, we start listening and observing results and start the process again. We will monitor what is happening to discover new problems and determine if new symptoms appear. We will then continue work to improve results. Our goal is to ensure incremental progress and improvements.

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Get started today

Take the first step and contact us to see if we are a fit for your company and your team.

Contact Us >

Let us help you create better digital customer experiences, build customer relationships, and generate revenue. 

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