Customer Science

One accountable partner

CX Integrator

Your CX Integrator brings the expertise and technology you need into one coordinated roadmap, so your team spends less time managing suppliers and more time improving service. We take you from vision to delivery, lowering service costs and building the capability to become a global service leader.

Book a discovery callSee how it works ↗
Two event participants sharing a conversation.
In conversation at a Customer Science event.

Where we sit

Translating your CX and service vision into action

Customer Science turns your CX and service vision into a practical roadmap and connects your organisation with the partners who deliver it. Working to a common contract and roadmap, your team and partners spend less effort coordinating and more on value for your customers. As your needs change, we bring more partners into the same team.

Explore each role to see how the team works together.

All your partners work under one contract and one roadmap.

Each of them works towards value for your organisation and your customers.

  1. Your organisation

    You set the direction

    Responsible for

    The outcomes that matter to your organisation and your customers

    Explore this role: Your organisation
    • Vision, mission and brand
    • The objectives your executives report on
    • What your customers and staff need
    • Your current processes, people, technology and data

  2. Customer Science

    The bridge across your delivery team

    Responsible for

    A coordinated roadmap that keeps every partner focused on client value

    Explore this role: Customer Science
    • A common contract and roadmap across your delivery partners
    • Industry knowledge
    • CX, channel and service strategy, research and design
    • Change and operationalisation
    • Management consulting and specialist people
    • Development, business intelligence and our own products

  3. Your delivery partners

    A flexible group that grows with you

    Responsible for

    The technology and specialist capability your roadmap needs

    • Systems integrators
    • Technology providers
    • Other suppliers and partners
    Explore this role: Your delivery partners

    Systems integrators

    Responsible for: Bringing the design to life with technology that stays accessible and secure

    • Platform and integration advice
    • Implementation and configuration
    • Managed and support services
    • Licensing and software asset management

    Technology providers

    Such as Genesys

    Responsible for: Platform features that work for the way you serve customers

    • Product and cloud services
    • Product consulting and customer success
    • Specialist product support
    • Product development

    Other suppliers and partners

    • Additional expertise as your needs change
    • Work coordinated under the same contract and roadmap

How it works

Your CX leader runs the roadmap

A named Customer Science leader turns your vision into a roadmap you design together, then draws on whichever of our practices and partners each piece of work needs. You have one conversation about value and priorities. The coordination behind it is our job.

Your vision for better service

What your organisation, or a partner working with you, wants customers to experience.

Your CX Integrator

Customer Science

Your CX leader

One person from Customer Science who plans the roadmap with you and is accountable for delivering your results.

Partners we bring in

Specialist service providersSmall specialist firms that do hands-on delivery work on your service design.Specialist technology providersTechnology companies whose platforms your service runs on.

How the roadmap runs

From customer ambition to measurable outcomes

Most clients first bring us in for one of these phases, wherever the pain is. With a CX Integrator, your leader carries the roadmap through all four and round again as the service improves.

Start where you need us

Join at the phase that addresses your immediate challenge. Your CX leader keeps the whole roadmap connected.

  1. Research & Strategy

    Find the Value

    Where should we focus?

    What this delivers

    Evidence on where effort and cost sit today, and which changes would pay back.

    Supportive Solutions

  2. Design

    Design the Future

    What is the foundation?

    What this delivers

    The operating model, services and knowledge the change will stand on.

    Supportive Solutions

  3. Implement

    Bring it to life

    Will customers use it?

    What this delivers

    People, process, technology and the methods behind them move from design into everyday operation.

    Supportive Solutions

  4. Manage

    Make it better

    Is it delivering value?

    What this delivers

    Measure what changed, keep the gains and feed what we learn into the next round.

    Supportive Solutions

PMO & Change

We assess the value and pick the projects that deliver a return on investment and business benefits.

Working together

What the relationship looks like

A named leader
Your single point of contact, who plans and manages the roadmap and brings in the right people for each stage.
A roadmap you shape with us
Co-designed with your executives and tied to the objectives your organisation already reports on.
Regular roadmap reviews
Progress is checked against the roadmap together, and priorities are reset when your organisation's needs change.
One plan instead of several suppliers
Consulting, people, technology, data and our products sit in one roadmap alongside the technology partners you already use, so your team is not coordinating separate contracts.
A way to fund it
Where automation is part of the roadmap, a self-funding model lets early savings pay for later stages.

Built with you

What your roadmap could look like

We build the detail together. Explore the vision, experience milestones and quarterly plans.

Illustrative only. Experiences, priorities and benefits are agreed together.

Your visionThe future experience and service you want to create.

We define what success looks like for your customers and organisation. This gives everyone a shared direction when deciding what belongs on the roadmap.

Your objectivesThe outcomes that tell us whether we are succeeding.

We agree the outcomes that matter, how they will be measured and who owns them. Baselines and targets are documented together rather than assumed.

A winding road with four unlabelled milestone signs, illustrating a journey we plan together.
Experience 1

The first change your customers and staff will notice. We agree what it should feel like, the work that enables it and how we will know it is working.

Experience 2

Builds on what the first milestone showed. We review the evidence, then agree the next experience and the work it needs.

Experience 3

Takes the improvement further. If your organisation's needs have changed, we reset priorities before agreeing the work.

Experience 4

Closes this round of the roadmap. We review the benefits against your objectives and use what we learned to shape the next one.

Milestones make progress visible

Together we define the decision points and deliverables that mark progress. Each milestone has an owner, evidence of completion and an agreed place in the roadmap. Select a flag to explore.

Quarterly plans — explore what we agree together.

Quarter 1
Focus and planned work
We agree the priorities for this period and the work that supports your objectives.
Milestones and ownership
We record the deliverables, decision points and people responsible.
Dependencies and capacity
We plan around what needs to happen first and the people and resources available.
Benefits and review
We document expected benefits, how progress will be measured and when we will review the evidence.
Quarter 2
Focus and planned work
We agree the priorities for this period and the work that supports your objectives.
Milestones and ownership
We record the deliverables, decision points and people responsible.
Dependencies and capacity
We plan around what needs to happen first and the people and resources available.
Benefits and review
We document expected benefits, how progress will be measured and when we will review the evidence.
Quarter 3
Focus and planned work
We agree the priorities for this period and the work that supports your objectives.
Milestones and ownership
We record the deliverables, decision points and people responsible.
Dependencies and capacity
We plan around what needs to happen first and the people and resources available.
Benefits and review
We document expected benefits, how progress will be measured and when we will review the evidence.
Quarter 4
Focus and planned work
We agree the priorities for this period and the work that supports your objectives.
Milestones and ownership
We record the deliverables, decision points and people responsible.
Dependencies and capacity
We plan around what needs to happen first and the people and resources available.
Benefits and review
We document expected benefits, how progress will be measured and when we will review the evidence.
Benefits are documented throughout

Each planned benefit is linked to an objective and recorded with a baseline, agreed target, measure, owner and review point. Quarterly reviews capture what has changed and inform the next plan.

Your roadmap evolves with you. We review progress together and adjust future quarters as we learn.

Results

Early clients improved performance by more than 20%

LegalStream and Tyro Payments reported improvements of more than 20% in customer experience and business performance after adopting CX Integrator. Both adopted the offering after its 2025 expansion to include AI and automation, business intelligence and specialist implementation partners.

“The old model of using multiple vendors and large consulting companies to enable CX vision is behind us.”

Todd Gorsuch, CEO, Customer Science

Proud to be servicing our clients

  • Tyro
  • Anglicare
  • LegalStream

Insights

Related insights

All CX Integrator insights ↗

Your team

Your solution leaders

Meet the whole team ↗

See what a CX Integrator roadmap could look like for your organisation.

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