Exceptional Customer Experiences Don't Happen by Accident
The best customer experiences feel effortless. Intimately understanding the paths they choose makes all the difference.
Understanding customer motivations and emotions at key touch points for more consistent experiences across the customer journey
Anticipate customer needs and create experiences that foster deeper connections and improve business outcomes
Experience a Different Kind of Consultancy
Your Experience with Us Matters
You’re the hero of this story. We’re here to offer our expertise, helping lay a foundation of sustained meaningful experiences for you and your customers. We also promise a bit of fun along the way.
Impact Is Our Measure of Success
Your demonstrated success is rooted in our “Make Your Mark” purpose. The impact realized must be measurable, meaningful, unlock value, and set the stage for a brighter future. This is non-negotiable.
Partnerships Are Forged
You need a partner that’s ready to carry the load and is accountable along every step of the journey. We wouldn’t have it any other way.
Expertise, Trust, and Tenacity Work in Concert
You expect expertise. Trust and tenacity are harder to come by these days. Fortunately, we’ve been giving clients all three and unabashedly doing the hard things and getting our hands dirty since 1999.
We Evolve Together, Creating Real Progress
Your victories inspire us. As you elevate customer experiences, we celebrate with you, keeping a keen eye on the next innovation, the next opportunity to grow. We’re with you every step of the way.
Customer Journey Mapping Expertise & Impact
Our expertise helps turn customer journey mapping from theory into action—uncovering friction, revealing opportunities, and designing experiences that don’t just meet expectations, but redefine them.
Customer Journey Discovery
Expertise: Uncover key touchpoints, behaviors, and friction points to decode how customers experience your brand.
Impact: Pinpoint the moments that matter, turning insights into a roadmap for exceptional experiences.
Persona-Driven Journey Mapping Workshops
Expertise: Lead dynamic workshops that map journeys based on real customer personas, ensuring relevance and impact.
Impact: Break down silos, align teams, and create personalized experiences that truly connect with your audience.
Current State Journey Mapping
Expertise: Analyze existing customer journeys to spotlight friction points and areas for improvement.
Impact: Empower teams to streamline, optimize, and elevate critical customer interactions.
Future State Journey Mapping
Expertise: Design forward-thinking customer journeys that align with business goals and customer expectations.
Impact: Create loyalty-driving, satisfaction-boosting experiences that evolve with your audience.
Journey Metrics & Insights Framework
Expertise: Define the KPIs and analytics that measure success at key customer touchpoints.
Impact: Ensure every journey delivers measurable value, proving impact and driving continuous optimization.
Creating Positive Outcomes that Matter
+23%
Improvement in Service Costs
+16%
Improved Sales Cycle
+14%
Employee Engagement
WHAT CLIENTS EXPERIENCE
Terri Runyan
Performance Excellence Program Manager
Appliance Retailer Closes the Empathy Gap and Increases Order Rate 16%
A large appliance retailer wanted to improve their digital experience by learning more about the actual customer journey, including pain points, and better align the experience with customer expectations.
How We Do It
Human-Centered Framework and Design-Thinking Activities
Employ a human-centered framework and conduct design-thinking workshops to uncover the motivations, emotions, and pain points that drive customer behavior at every stage of their journey.
Customer Persona Workshops and In-Depth Customer Research
Define customer personas that allow a deeper understanding of your key customer segments via tailored workshops with your team and in-depth customer research.
Track and Measure Key Interaction Points
Identify key interaction points and understand customer sentiment throughout the current journey, evaluating available or tracked metrics to measure success at these touchpoints.
Surface Pain Points and Reveal Opportunities
Work with your team to surface pain points and opportunities to elevate the customer experience.
Co-Create a Future State for the Customer Journey
Leverage a forward-looking approach to journey mapping to co-create a future state for the customer journey.
Helping Clients Evolve
Experience the power of BlastX
We’re ready to tackle full-scale customer journey initiatives, or you can experience our impact through a focused audit, workshop, or strategic advisory for a specific journey mapping challenge.
We have more than 50 partnerships to help you realize powerful results from your customer journey mapping roadmap
Customer Journey Mapping Consultant Spotlight
Kristi Olson
Kristi Olson is a seasoned CX and UX Research consultant with over two decades of experience in digital customer experience, Voice of Customer (VoC), and digital analytics. She specializes in designing and delivering enterprise programs that blend qualitative insights with quantitative data—turning research into real impact. As a trusted consultant, she not only drives measurable results but also mentors teams, helping them evolve beyond pure analytics to a deeper understanding of customer behavior.
Kristi is a Qualtrics XM-certified professional and holds eight additional certifications across UX, process, and marketing technology disciplines.
Living in Colorado, Kristi is an outdoor enthusiast who finds energy and inspiration in nature. Whether hiking through the Rockies, spotting wildlife, or exploring new trails with her dog, Maverick, she brings the same curiosity and passion to both her work and her adventures.
Customer Experience Strategy Consulting Services
Develop a human-centered strategy that fosters meaningful connections with your customers, empowering your brand to thrive in a dynamic marketplace through a tailored actionable roadmap.
