08 / 09 · Capability
People & Customer Experience
Both sides of the business that talk to humans, running properly.
What this is
Hiring and onboarding materials, handbooks, performance frameworks and training on the people side. Support libraries, help centres, ticket triage and churn analysis on the customer side. The same discipline pointed in both directions.
Included under this pillar
- Job description writing
- Interview guides and scorecards
- Candidate screening automation
- Employee handbooks and policy libraries
- Onboarding programs and 30/60/90 plans
- Performance review templates
- Compensation benchmarking
- Internal comms and announcements
- Training material and course production
- Engagement survey design and analysis
- Support macros and canned responses
- Knowledge base and help centre articles
- Ticket triage automation
- Chatbot deployment and tuning
- Onboarding email and in-app sequences
- Churn analysis and win-back campaigns
- Voice-of-customer reporting
The process
How people & cx actually gets built.
| Step | Phase | What happens | You get | When |
|---|---|---|---|---|
| 01 | Journey Audit | The employee journey, the customer journey, and every point either one currently drops. | Journey maps with failure points | Week 1 |
| 02 | Library Build | Handbooks, guides, macros and articles written against the gaps the audit found. | Document and macro libraries | Weeks 2–4 |
| 03 | Automate Triage | Routing, tagging and first-response automation so the library is used, not just filed. | Triage automation and routing rules | Week 5 |
| 04 | Pilot | One team or one queue runs it live while we can still change things cheaply. | Pilot results and revisions | Week 6 |
| 05 | Roll Out | Everyone else, trained, with the pilot’s lessons already folded in. | Full rollout and training | Week 7 |
| 06 | Review | Response times, deflection rate, retention and engagement read on a fixed cadence. | Quarterly review and refresh | Ongoing |
What you get
Everything below, every time.
0Deliverables
- 01Employee and customer journey maps
- 02Handbook and policy library
- 03Onboarding programs and 30/60/90 plans
- 04Interview guides and scorecards
- 05Support macro library
- 06Help centre articles
- 07Ticket triage automation
- 08Quarterly review cadence
How it is scoped
Scoped by headcount and ticket volume. The people side and the customer side can be bought separately.
Questions
Asked and answered.
Is this HR or employment advice?
No. We draft policy and materials; your HR or legal professional reviews for your jurisdiction before anything is issued.
Can we take just the support side?
Yes. The two halves share a method but are scoped and priced independently.
Will a bot answer our customers?
Only where it measurably beats a queue, and always with a named escalation path to a person.