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We’ve created a collection of CX tools and templates to help you overcome the common hurdles organisations face when trying to turn customer insight into real, measurable change. Whether you need Customer Journey Mapping, User Stories, Personas, or support with CX Strategy and Action Planning, our interactive PDFs are ready for you to download.
Try them out and if there’s a tool you wish existed, we’d love to hear your ideas!
Most CX initiatives fail not because the insight is wrong, but because it never becomes action.
This template changes that. Five questions. Every improvement initiative becomes specific, owned, evidenced and resourced. Because insight without action is just an expensive opinion.
Your customers aren’t rational, They feel, filter and remember experience through bias. If you’re designing journeys based on logic alone, you’re missing what actually drives behaviour. This reference puts the science directly in your hands. Thirteen principles. Three lenses. All of it in plain language you can act on today.
Most businesses think they understand their customer journey. What they actually understand is their internal process. This map closes that gap.
Map what your customers are truly experiencing, before they arrive, while they’re with you, and after they leave. One honest, completed map will tell you more than a year of survey data.
The complete picture of your CX strategy on one page. Where you’re playing, how you’re delivering, who you’re serving And how you’ll know it’s working. Most CX strategies live in decks nobody reads. This canvas changes that. It forces every strategic decision into one coherent view, exposing the gaps and contradictions that sit unaddressed in most organisations.
Every CX problem has a root. Most organisations treat the symptom and wonder why nothing changes.
This template forces you to name your single biggest experience breakdown, then map exactly what is driving it and what it is costing you. Three root drivers. Three downstream impacts. One brutally honest picture of where and why your experience is failing.
Personas only work when they’re built on behavioural truth, not assumptions. This template captures the full picture of a customer segment, who they are, what defines them, what they genuinely need, what holds them back, and the context that shapes how they show up. Name, characteristics, needs, blockers, summary and background. Everything your team needs to design for a real human. not a made up one.
Most businesses measure growth. Very few measure what’s actually driving it. This calculator separates the revenue your experience earns from the revenue your marketing spend buys. Retained customers. Referral revenue. Acquisition spend. Three numbers. One calculation. A result that tells you more about the health of your business than any other metric you track.
Every customer interaction has a role, a goal, a deeper need and an emotional destination. Most organisations only ever address the surface, the what, and miss everything underneath that actually determines whether the experience lands or fails. This template maps the complete customer story in four steps.
Most businesses segment by demographics. It tells you who your customers are on paper and almost nothing about how to serve them. This builder goes deeper. Seven behavioural and emotional dimensions. One clear profile per segment. The difference between knowing who your customers are and actually understanding them.
Most persona work sits at the surface, job title, age, a vague pain point. It looks thorough. It changes nothing. This template goes to the root. Who they are, what function they play, what actually drives them, and then the deeper layer: what outcome they’re really reaching for and why it matters to them. Two sections. Six fields. The depth of insight that separates generic experience from experience that genuinely resonates.
Most organisations already have the insight. They have the data, the feedback, the research. What they lack is the structure to turn it into something that actually changes the experience.
These tools are that structure. Free. Practical. Built from the same frameworks we use with our clients every day.
Use them. And if you want to go further, you know where we are.
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