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Customer experience solutions for growing businesses

The best business decisions start with customer experience.

I help growing organisations turn customer insights into clear business decisions — through Voice of Customer analysis, customer journey mapping, mystery shopping audits, and service quality reviews.

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14 questions · 5 minutes · instant result and recommendations
Strict NDA Fixed pricing Clear timelines Data-driven
CX Diagnostic

Where do you want to start?

Not every organisation needs the same CX solution.
Tell us what matters most right now — and we'll point you in the right direction.

Services

Customer experience — one step at a time

Every service is a standalone engagement. Start wherever makes sense for your situation — and continue only when you're ready.

Project · 2–3 weeks
CX VoC
from €990
Voice of Customer Analysis

Complaints repeating? Turn customer signals into a clear action plan.

Details ↓
Project · 2–3 weeks
CX Mystery
€1,490
Mystery Shopping Audit

30 evaluations: phone, email, visits / chat.

Details ↓
Project · 4–6 weeks
CX Journey
€2,250
Customer Journey Audit

Journey Map, Gap Analysis, To-Be recommendations.

Details ↓
Project · 8–10 weeks
CX Standard
€4,500
Service Quality Code

Service standard + micro-trainings for every channel.

Details ↓
Strategic
CX Blueprint ★
from €5,500
Scope-dependent

Service Blueprint, To-Be journey, ROI analysis for leadership.

Details ↓
Not sure where to start?
Find out which VoC tool fits your organisation

Fill in a 2-minute form — I'll send you a personalised tool recommendation within 24 hours. Free.

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CX Diagnostics

What does inaction cost you?

Enter 4 numbers — see exactly what customer loss costs your business every year.

Active customers right now
Average yearly value per customer
% of customers lost per year
Marketing + sales per new customer
Customers lost
75
per year
Revenue lost
€90,000
per year
Total cost of churn
€112,500
revenue + acquisition costs

Let's talk about reducing this → Calculate full ROI →
Free 30-min call · No commitment
CX Insights

Practical articles for leaders

All articles →
CX Governance
Nobody Owns the Customer. That's your real CX problem.
41% faster growth in customer-obsessed organisations — only 3% qualify
Read →
Measurement
Your NPS went up. Your customers are still leaving.
A 2023 study of 265,000 companies — no correlation found between NPS and churn
Read →
CX Diagnostics
The CX Audit: diagnose before you invest.
Forrester recorded a third consecutive year of CX decline. The problem is diagnostic inversion.
Read →
CX Governance
Why Your CX Governance Meeting Isn't Working
61% of executives consider at least half their decision-making time ineffective
Read →
Journey Management
The Journey Map in the Drawer Isn't a design problem.
83% of organisations struggle to use journey maps to prioritise CX efforts
Read →
ROI & Finance
The CX Business Case: The argument your CFO will listen to.
Only 14% of companies measure CX ROI. A structured framework with a worked example.
Read →
About
Ina Lakavičė — Customer Experience Consultant

Customer experience is not an accident —
it's a management discipline.

I help business owners turn customer behaviour into measurable business results. I build systems where the customer journey is managed, not just monitored — with clear processes, lower service costs, and stronger customer loyalty.

What I do Process maps, Voice of the Customer systems, and practical solutions your team can implement independently.
What you gain Operational clarity, lower service costs, and stronger customer loyalty.
13 years of experience Telecoms, banking, healthcare — different sectors, the same discipline.

I want customer experience in your organisation to become a business driver — not just a department's responsibility. Let's talk about where to start in your case.

Let's talk →
✓
CX Academy Professional Diploma (CXAD Dip)
Distinction · 2026
CX Academy Professional Diploma with Distinction — Ina Lakavičė, 2026

Click to view

✓
IT Project Management — 264h
CodeAcademy · Agile, Scrum, Kanban, Jira
✓
Google Analytics GA4
Data analysis · Conversion optimisation
✓
AI for CX MicroCourse
The CX Academy · 2026
I help organisations
Measure the current experience (mystery shopping, complaint analysis)
Build clear processes and service standards
Micro-training modules — 3–5 min cards the team uses independently
Implement digital transformation in customer experience
FAQ

Frequently asked questions

Answers to questions clients most commonly ask before starting. If you don't find your answer here — just ask, we'll discuss.


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Choosing & getting started
It depends on what you want to learn. To see what your service actually looks like to a customer — CX Mystery (mystery shopping). To understand the whole customer journey and where it breaks — CX Journey. If you already have feedback and want to turn it into decisions — CX Voice of Customer. If you need a consistent service standard for your team — CX Standard. For a full CX strategy and governance system — CX Blueprint. Not sure? In a free 30-min call I help you choose — no commitment.
In short: CX Voice of Customer — from €990/mo, ongoing feedback analysis. CX Mystery Audit — €1,490, mystery shopping (30 contacts). CX Journey Audit — €2,250, full customer-journey analysis. CX Standard — €4,500, service standard + micro-training. CX Blueprint — €5,500, full CX strategy and governance system. Each service page has the detailed scope and examples.
Yes — and I often recommend exactly that. Many clients start with CX Mystery or VoC, see concrete results, and only then decide on deeper work (Journey or Blueprint). You don't need the largest package first — we start where I can give you the clearest value fastest.
A free 30-min call. We discuss your situation, goals, and which service (if any) fits. No pressure — if I see you don't need this right now, I'll tell you. Book via Calendly or email.
Collaboration & process
Three clear steps: 1) a 30-min call — we discuss goals, pain points and the right package. 2) research — I run the work according to the service: CX Mystery and VoC happen without disrupting your team, while CX Journey and CX Blueprint require the involvement of your employees and customers (interviews, workshops) and on-site presence. 3) results presentation — we meet, I present a clear action plan and answer questions.
CX Voice of Customer — ongoing service, starts right after the call. CX Mystery — 2–3 weeks. CX Journey — 4–6 weeks. CX Standard — 8–10 weeks. CX Blueprint — depends on scope, discussed individually. Timelines also depend on your response speed and access to data.
It depends on the service. CX Mystery and CX Voice of Customer run almost invisibly — I don't disrupt your team's daily work. But CX Journey and especially CX Blueprint aren't possible without your people: the customer journey is built on real customer interviews, and a service blueprint reveals what happens backstage too — so the workshop needs frontline employees and operations/systems representatives in the room. Without them, the map would be guesswork, not reality. That also means on-site presence. We plan the scope and timing upfront so your team carries a minimal but necessary load.
Me personally, from start to finish. I'm not an agency that hands work to junior staff — I do the research, analysis and recommendations myself. That means fewer people, more accountability, and direct contact with whoever is actually working on your project.
The core services end with a clear action plan — what to do, in what order, and why. CX Standard already includes micro-training modules for the team. If you want help in the implementation phase (training, rolling out processes, re-measuring), we can arrange that as a separate ongoing service.
Partly. CX Voice of Customer — fully remote. CX Mystery runs remotely, but I visit physical locations for in-person and visit-based assessments. CX Journey and CX Blueprint can't be fully remote — they require on-site presence, workshops with your team, and direct contact with customers and employees. I do the analytical part remotely, but the research and workshop stages happen with people.
Price & terms
Yes — the price is agreed upfront, before work begins, and doesn't change during the project. We discuss scope and price in a free call based on your situation, then you receive a clear proposal. No hourly billing, no surprise add-ons — you know the exact figure in advance.
CX Voice of Customer is an ongoing (monthly) service from €990/mo — because the voice of the customer changes constantly, and real value comes from regular analysis, not a one-off snapshot. The other services (Mystery, Journey, Standard, Blueprint) are fixed-price projects.
I work under contract with an invoice. Larger projects (Standard, Blueprint) can be split into stages — e.g., part at the start, part on delivery of results. Exact terms are set in the proposal.
Results & format
All results come as a concise, visual PDF presentation with screenshots and concrete examples. Maps (customer journey, processes) are delivered on an interactive Miro board. No 50-page walls of text — only what you can actually use.
Yes. After the free 30-min call I email sample templates — the mystery-shopping scorecard, the customer-journey structure, and the report format. So you see exactly what your project's results will look like.
I start the project with a baseline measurement — capturing the current state in concrete metrics. Afterwards you have a clear before/after picture: how many complaints there were, the quality of responses, where customers were dropping off. That lets you see real change, not just a feeling that something improved.
Recommendations are based on what the real evidence shows — calls, emails, visits, customer feedback and metrics — not opinion or guesswork. Every priority can be traced back: where it comes from and what impact it has on the customer and on revenue. That's why the action plan tells you what to do first, and why.
Who it's for
I work with businesses from 5 to 200+ employees. Most of my clients are growing businesses that already have a customer service team but want to understand what it does well and where change is needed.
I work with dental and aesthetic clinics, the healthcare sector, telecommunications and banking. But the point isn't the sector — it's that the company has a customer service team or a call centre. Wherever people interact with customers every day, CX methods (mystery shopping, customer journeys, service standards) work in any field. In the call I'll tell you straight away whether I have relevant experience in your area.
Lithuanian, English (C1) and Russian (fluent). I can run research, reports and training in any of these.
Yes — that's exactly what CX Voice of Customer does. If you already have feedback, survey or complaint data, I can turn it into clear priorities and an action plan without new research. All I need is the ability to export the data to Excel.
You work with me directly — no account managers in between, no junior team actually doing the work. Pricing is fixed and transparent, not hourly. And I don't sell generic templates — every recommendation is grounded in your data. The honest trade-off: since I do everything myself, when several projects overlap you may need to wait a month or two — depending on my workload.
Confidentiality & data
Yes. Before starting any work we sign a service agreement and a strict non-disclosure agreement (NDA). Your business and customer data is completely protected.
It's a deliberate principle, not a shortcoming. A CX audit and internal-process analysis reveal a company's most sensitive spots — gaps, mistakes, losses. Publicly using a client's situation for my own marketing would expose their weaknesses to competitors. My clients' data, reports and maps stay strictly inside the company — not in my portfolio.
I follow GDPR. In mystery shopping I don't collect personal data — I assess the process and service quality, not specific individuals. When analysing your existing feedback, the data is used only for the project and stored securely. After the project all data is returned to you — I keep nothing.
CX Mystery and CX Journey — no system access needed; contact details and the ability to export feedback to Excel are enough. CX Standard — I work with the Mystery and VoC data you provide. CX Blueprint — work with internal systems is discussed individually.
Miro (for maps), Notion (documentation), Google Workspace, Calendly, plus survey and analytics tools: Google Forms, Typeform, GA4.
After the project
Yes. Every package includes 2 weeks of post-delivery support — you can email questions. If you need longer support or help implementing the recommendations, we arrange that as a separate service.
Contact

Let's talk

Book a free 30-minute call — we'll discuss your challenges, I'll answer your questions, and I'll suggest how I can help.

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✉️ ina@experiencefirst.lt Substack 🔗 LinkedIn