Services
For companies at an inflection point — when the path forward requires a clearer picture of your customer and market.
You might know the strategic area you need help with. You might have a situation you need to work through. Or you might know exactly what kind of work you're looking for.
I work with companies at a turning point — where to grow next, what to build, how to compete differently — but the customer and market picture isn't full enough yet to know where to focus. That's where this work begins.
By Focus Area
My core focus areas — most engagements cover several.
By Situation
Situations that typically bring companies to this work.
By Capability
A view across the full range of my capabilities.
By Focus Area
These are the strategic areas where I focus.
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Customer Growth Strategy
Identify and prioritize the customers, segments, and markets that will drive your next phase of profitable growth.
You know you need to grow differently and need to see where the next opportunity lives.
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Product Strategy and Innovation
Shape products and services grounded in what customers need, from early-stage innovation through market validation.
You have product decisions to make and not enough customer clarity to make them well.
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Brand Strategy and Positioning
Build the strategic foundation for how your brand competes and wins, from how customers perceive you today to what you should stand for tomorrow, with measurement to track progress.
Every decision you make shapes your brand — and you need to know what's working, what isn't, and where you have the right to win.
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Customer Experience Strategy
Understand what your customers truly value, where their experience falls short, and what drives loyalty and retention, with the strategy and measurement to act on it.
You want the customer experience to be a real competitive advantage — not just something you're trying to fix.
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Strategic Advisory and Planning
Strategic planning grounded in customer and market reality: the outside perspective, the synthesized picture, and the customer lens to shape company direction.
You want customer and market reality at the center of your strategic decisions, not just another planning process.
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Insights Development and Customer Research
Build the insights capability your organization needs to drive strategic impact: the function, the tools, and the connection to customers that keeps their reality present in decisions.
You want customer insight to be an ongoing organizational capability, one your team owns and sustains.
By Situation
These are the situations that bring most clients to CCI Strategy Lab. I have direct experience working through situations like these.
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Stagnation & Momentum | Growth has plateaued, not sure what's next
We've built a strong business on what we have today, but we know it won't get us to our next target, and we're not sure what will.
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Portfolio & Direction | More to build, but not sure what
Our current products have taken us as far as they can. We need to figure out what to add, what to evolve, and what to let go of.
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Brand & Positioning | What we have the right to stand for
We know our brand matters, but we lack a clear foundation — what to own, what compels customers to choose us, and a framework the whole organization can use.
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Customer Experience | An experience worth choosing, not just tolerating
We want to use the customer experience as a real differentiator, not just fix what's broken but build something that actually sets us apart.
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Competition & Decline | Losing ground and unclear why
We're losing customers — or not winning the ones we should be — and we need to understand what's actually driving it.
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Insight & Intelligence | The customer picture we don't have yet
We have some data but it's not adding up to a picture we can act on — or we've never really invested in this kind of customer work at all.
By Capability
Looking for something specific? Here's everything I do at a glance.
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Customer Growth Strategy
Customer segmentation
Segmentation activation
Market sizing
Market entry strategy
Growth prioritization
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Product Strategy and Innovation
Unmet needs research
Concept testing
Value proposition development
Pricing research
UX research
Product/agile research integration
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Brand Strategy and Positioning
Brand tracking
Brand positioning
Brand ladder/architecture
Competitive benchmarking
Message/creative testing
Brand insight activation
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Customer Experience Strategy
Customer journey mapping
Loyalty driver analysis
Retention/churn strategy
NPS/CSAT program design
VOC/feedback program design
Integrated customer measurement
CX strategy/roadmap
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Strategic Advisory and Planning
Strategic planning facilitation
Strategy workshops
Strategic synthesis/storytelling
C-suite advisory
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Insights Development and Customer Research
Insights Capability
Insights function design
Self-service research platforms
Insights activation
Research Methods
Qualitative research
Ethnography/focus groups
Online communities
Diary/longitudinal studies
Quantitative research
Advanced survey analytics
Jobs-to-be-done
Customer co-creation
Customer immersion
AI/emerging research methods