Promontory CX finds them. We test what an organization believes about its experience against what customers actually live through, then help redesign the moments that matter and build a listening discipline that keeps it honest.
The gap
Internal CX teams describe their customer journey accurately most of the time. Most have instincts about which moments carry the relationship, where trust is won and where it quietly breaks. Few have evidence.
The map is usually built from what the organization already has: survey scores, support tickets, and the stories that circulate internally. That input is real, but a typical CX survey reaches a small fraction of customers and tells you what happened and how satisfied people were, not why. The anecdotes fill the gaps with whichever customer was loudest. What is missing is a framework and the discipline to go underneath it.
What the business believes. Stakeholder interviews, before we hear from a single customer.
What customers experience. Interviews and a survey we field ourselves.
The delta between them. Where the map and the reality come apart.
CORE SERVICES
We test what your organization believes about its experience against what customers actually live through. Stakeholder interviews, customer interviews, and a survey we design and field ourselves.
Align the organization on what actually matters
Front-stage and back-stage together. We blueprint the moments the assessment flagged as broken, down to the process that produces them, so the fix survives contact with operations.
Elevate key moments and the operations that support them
Stand up the listening and governance a CX function needs, without committing to the headcount first. A low-risk way to learn whether the work belongs in its own function or embedded in the business.
Establish CX as an organizational discipline
Speed to insight
Our assessments run in weeks, not months. The reason is Discern, the AI-powered CX assessment platform we built and use on our own engagements. It checks every theme against every source, separates what is confirmed across both interviews and survey data from what is only a signal in one, and reports where the sources disagree instead of smoothing it over.
The synthesis is fast. The interpretation, the judgment about what matters, and the recommendations are ours.
Who we are
Promontory CX is a boutique practice built around a small group of senior consultants with the same shape of career: two decades each across customer experience, process improvement, organizational design, and business transformation.
A short conversation costs nothing, and the first stage requires no data sharing at all. Tell us what you're being asked to prove, and we'll tell you whether an assessment is the right instrument.
or email info@promontorycx.com