EXPERTISE · DATA
The data foundation that makes AI credible.
You do not steer CX on intuition. You do not launch AI without clean data. The data foundation is what makes weekly steering possible, customer segmentation operational, and AI use-case industrialisation credible. We build it.
THE CONTEXT
Steering by slide.
CX departments often steer on intuition, on slides, on conviction. Not on data. KPIs are siloed. Dashboards are multiple and contradictory. Segmentation models are absent or out of date.
Meanwhile, executive committees demand ROI. Boards demand AI. And the CX Director is caught between sponsors who want numbers and tools that cannot produce them.
We build the data foundation that makes the decision possible — and AI credible.
OUR ANGLE
The rare profile at the intersection.
CCaaS architect for 18 years. Data Analyst RNCP Level 7 (DataScientest / École des Mines Paris, 2025). The profile is rare: most data consultants do not understand CX mechanics, and most CX consultants cannot model.
I cover both. Practical operational stack: SQL, Python, Power BI, Supabase, n8n. Mastery of CCaaS, CRM and ERP integrations — that is, the real sources where the data comes from.
The consequence: no data model disconnected from the business, no dashboard measuring irrelevant things, no AI hallucinating for want of a foundation. The CX KPIs I design are defensible in an executive committee and usable every day.
OUR METHODOLOGY
Four phases. Quality above all.
Each phase produces a standalone deliverable. Data quality runs through every phase — it is the foundation, not an optional deliverable.
01 · FRAME
Quality audit & gaps
Audit of existing data quality, scoring of genuinely usable CX KPIs, identification of gaps and duplicates. The foundation begins with an honest look at the raw material.
02 · ARCHITECT
Data model & governance
Target CX data model, data warehouse or data lake architecture according to context, access and quality governance, GDPR compliance.
03 · INDUSTRIALISE
Pipelines & steering dashboards
Automated data pipelines (ingestion, transformation, exposition), CX steering dashboards, segmentation models ready to deploy.
04 · ACTIVATE
CX tool integration & adoption
Integration with operational tools (CCaaS, conversational AI, marketing), team training in data-driven steering, evolution plan. The foundation has no value if it is not used.
WHAT YOU RECEIVE
Six foundational artefacts.
Every mission produces deliverables retained by your teams — not one-use slides.
- CX data quality audit (sources, gaps, duplicates, completeness)
- Target CX data architecture (data model, data warehouse, integrations)
- Data governance framework (GDPR, quality, access, lineage)
- Automated data pipelines (ingestion, transformation, exposition)
- CX steering dashboard (NPS, CSAT, CES, FCR, AHT, churn)
- Segmentation or predictive models (according to mission scope)
IN PRACTICE
Typical mission — CX data foundation.
THE TYPICAL CONTEXT
CX directorate managing 500K to five million interactions per year. Several channels (voice, email, chat, WhatsApp). KPIs siloed by channel. No consolidated dashboard usable at executive level. AI ambition blocked by the absence of a clean data foundation.
OUR TYPICAL ENGAGEMENT
Source quality audit, unified CX data model design, data warehouse architecture, automated pipelines, weekly steering dashboard, GDPR governance. Typical mission: six to ten weeks.
EXPECTED RESULTS
First dedicated CX data client engagement currently in scoping. This description reflects the proposed mission format, not a previously published track record.
TARGET GAINS
Three axes of transformation.
DATA COMPLETENESS
Post-project completeness of 85 to 95% on critical CX KPIs, against a typical baseline of 50 to 70%.
TIME-TO-INSIGHT
Time to produce a new dashboard or KPI reduced by 50 to 70% thanks to industrialised pipelines.
LEVERAGE EFFECTS
Segmentation models feed conversational AI and marketing. ROI is measured over time — churn, LTV, NPS.
TO GO FURTHER
You want to steer CX by data, not intuition?
Six packaged audits cover the full journey, from the Flash Diagnostic to the 360° Assessment. For larger programmes, mission on quotation.