The Journey
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.
Free: the CX Field Guide — signal, journey-map, KPI, and action-brief templates your team can use this week.
Turn scattered signals — NPS, tickets, interviews, digital clues — into one shared evidence base.
Map the real journey and choose the few moments of truth that move behavior and business value.
Leave with a manager-ready CX Action Brief: owner, KPI, and implementation timeline.
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.
Feedback isn't the constraint. Turning it into a decision leadership will fund is. The Journey closes that gap.
Each step produces the input to the next — and every step moves the team closer to a recommendation leadership can approve.
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.
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.
Participants analyze the evidence, prioritize the investment, and defend their recommendation to a leadership panel.
Read the evidence and agree on what actually matters.
Map the journey and locate the moments of truth.
Choose the investment and brief leadership.
Run as the Live CX Decision Simulation — interactive Microsoft Teams role-playing — and carried into the Field Seminar.
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 →| 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
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.
Organized by the three phases of CX action. Three flagship tools do the heavy lifting.
Map touchpoints, emotions, friction, and evidence gaps on one shared canvas.
Try it →List every interaction and who owns it before mapping anything.
Try it →Identify why a moment fails — and match the fix to the gap type.
Try it →Expose the backstage processes and handoffs behind a failing moment.
Try it →Choose the few moments that change customer behavior and business value.
Try it → FlagshipConnect experience improvements to customer behavior and financial outcomes.
Try it → FlagshipSummarize the problem, evidence, owner, KPI, and next step for approval.
Try it →Design the ownership and review routine that keeps the map alive.
Try it →The Journey is measured by what shifts in how the organization decides.
Functions describe the journey the same way, from the same evidence.
CX choices are backed by signals, not the loudest opinion in the room.
Sales, service, product, and digital agree on the moments that matter.
Every improvement carries a KPI and a named owner.
A review routine keeps the journey map alive after the workshop ends.
Teams bring leadership a decision, not a dashboard.
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.
Best fit: B2B, B2B2C, and complex service teams that need to turn customer insight into concrete, measurable improvement.
An instructor with 25+ years of field experience, international delivery across North America and Europe, and hands-on customer-transformation and consulting work.
Professor of Information Systems & eBusiness, McGill University, Desautels Faculty of Management
Founder of FieldEdge Academy. Across 25+ 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.
Leads: Signal reading, journey-mapping logic, and KPI thinking — the evidence discipline behind credible CX action.
Delivered in English and French.
A free, practical guide to bring discipline to customer-experience work — the same templates used inside the program.
For CX leaders, marketers, sales and service managers, and transformation teams who want measurable improvement without unnecessary complexity.
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.
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.
