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CX initiatives exist,
but nothing connects them into one system.

Solution CX Blueprint

CX Blueprint builds a comprehensive customer experience strategy, a governance model and a prioritised action roadmap — turning scattered initiatives into a single, measurable system.

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Solution type
CX strategy as a governed business process.
Not scattered initiatives — a unified, governed system
Strict NDA · full confidentiality
Strategic programme · scope tailored individually
Free 30-min. consultation before we begin
The Business Problem

Why don't CX initiatives deliver a lasting result?

Many organisations invest in separate CX initiatives — surveys, training, process improvements. But without a shared strategy and governance model, these efforts stay fragmented.

01
Different departments run CX initiatives independently of one another.
02
There is no clear owner or structure governing customer experience across the organisation.
03
CX investments are not prioritised against a clear business rationale.
04
Leadership cannot measure whether CX initiatives actually move business results.
05
Every new initiative starts from scratch, without building on prior work.
Business Impact

What does an uncoordinated CX strategy cost?

Fragmented CX efforts don't just fail to deliver — they duplicate spend, duplicate work, and reduce the organisation's ability to make sound decisions.

01
Duplicated investment
Different departments invest in similar initiatives without knowing about one another — wasting budget and time.
02
Invisible ROI
Without a shared system, it's hard to show how CX investment affects business results — making further funding harder to secure.
03
Inconsistent prioritisation
Decisions about CX investment are made in isolation, not against a shared strategic foundation.
04
Lost institutional knowledge
Without a governance model, every initiative starts over, losing prior insight and experience.
Methodology

ExperienceFirst.lt CX Blueprint Framework

A structured process that connects individual CX initiatives into a single, governed and measurable business system.

01
Current state diagnostic
We assess existing CX initiatives, governance structure and available data sources across the organisation.
Stage delivers: A CX maturity assessment and an initiative map.
02
CX strategy formation
Together with leadership we define the CX vision, strategic priorities and their link to business goals.
Stage delivers: A CX strategy document aligned with business goals.
03
Governance model design
We design a clear structure for accountability, decision-making and escalation in CX governance.
Stage delivers: A CX governance model with clear accountability.
04
System integration
We connect Customer Journey, Voice of Customer and other initiatives into a single, coherent system.
Stage delivers: An integrated CX system architecture.
05
Prioritised roadmap
We build a prioritised implementation roadmap with phases and success indicators, and present it to leadership.
Stage delivers: A prioritised action roadmap with a leadership presentation session.
ExperienceFirst.lt CX Blueprint Framework · © 2026 Ina Lakavičė
Project Deliverables

What you receive from the CX Blueprint programme

Every document is built for a single purpose — to help leadership govern CX as one, measurable business system.

Deliverable 01
CX strategy document
A clearly defined CX vision, strategic priorities and their link to business goals.
Decision it enables: Leadership has a shared, agreed direction for CX investment.
Deliverable 02
Governance model
A structure defining who is accountable for CX decisions, how they are made and how they are escalated.
Decision it enables: CX no longer depends on a single enthusiast — it becomes part of the organisation's system.
Deliverable 03
Customer Journey architecture
A shared customer journey structure connecting all touchpoints and departments.
Decision it enables: Every department works from the same, shared view of the customer journey.
Deliverable 04
Voice of Customer system
A structure for continuously collecting, analysing and applying customer voice data.
Decision it enables: Customer insight becomes an ongoing process, not a one-off project.
Deliverable 05
Prioritised action roadmap
A phased implementation plan with success indicators for each stage.
Decision it enables: It's clear what gets done first, and why.
Deliverable 06
Leadership presentation session
A structured presentation designed to secure leadership buy-in and align on next steps.
Decision it enables: The strategy receives formal leadership backing from the outset.
Business Outcomes

What does this change in the business?

CX Blueprint is not a strategy document for the drawer. It changes how the organisation governs, prioritises and measures customer experience.

01
You connect separate CX initiatives into one governed system.
CX is no longer a collection of separate projects — it becomes a coherent, coordinated organisational process.
02
You gain a clear governance model with defined accountability.
It's known who makes CX decisions and how they connect to business priorities.
03
You prioritise investment against a clear strategic foundation.
Decisions about CX budget are grounded in shared strategy, not isolated initiatives.
04
You build a measurable foundation for tracking CX progress.
Leadership can track how CX initiatives affect business results over time.
Is this the right solution?

Is CX Blueprint right for your organisation?

Not every organisation needs the same first step. This solution works best when you are facing the following situations:

You want a shared, organisation-wide CX strategy.
You have several CX initiatives running without coordination.
Leadership wants a clear, measurable CX governance model.
You invest in CX but can't show its impact on the business.
You want a foundation that future CX initiatives can build on.
If your organisation doesn't yet have any CX initiatives or data — we recommend starting with a VoC analysis or a Journey Audit. Blueprint delivers the strongest results once at least some of the components already exist and need to be connected into a system.
Next step
Not sure where to start?
In a 30-minute conversation we will assess whether Blueprint is the right step now — or whether starting with a VoC analysis or Journey Audit makes more sense.
Book a free consultation →
✓ No commitment
✓ Strict NDA
✓ A concrete answer within 30 min.
Project Timeline

How the project works

A structured, phase-based programme. Each phase ends with a clear, defined deliverable before moving to the next.

1
Phase 1
Diagnostic and strategy formation
We assess the current situation and, together with leadership, form the CX strategy and priorities.
Phase delivers: A CX maturity assessment and an approved CX strategy.
2
Phase 2
Governance and system design
We design the governance model and integrate existing and new CX initiatives into a single system.
Phase delivers: A governance model and an integrated CX system architecture.
3
Phase 3
Prioritisation and presentation
We build the prioritised action roadmap and present it to leadership for decision-making.
Phase delivers: An action roadmap with a leadership presentation session.
Scope tailored individually
Clear phases
Strict NDA and full confidentiality
Related solutions: CX Voice of Customer CX Journey Audit CX ROI Calculator
Project Investment

What does CX Blueprint cost?

Programme pricing is determined individually — based on three primary factors that define the scope of the strategy.
01
Organisation size and complexityThe number of departments, teams and decision-making layers determines the complexity of the governance model.
02
Number of existing CX initiativesThe more existing initiatives need to be integrated, the broader the programme scope.
03
Desired depth of integrationFrom a foundational strategy to a full, organisation-wide CX governance system.
Project investment
CX Blueprint
From €5,500
Strategic programme · scope tailored individually
Included
CX maturity diagnostic
CX strategy document
Governance model
Customer Journey architecture
Voice of Customer system
Prioritised action roadmap
Leadership presentation session
Book a 30-min. consultation →
Fixed project scope
Clear timeline
Strict NDA
No hidden costs
Frequently Asked Questions

Answers to leadership questions

Organisations that already have some CX experience or initiatives but want to connect them into a single, governed strategy across the whole organisation.
Not necessarily. The Blueprint process can help define what governance structure is needed — even if a formal CX team doesn't yet exist.
Duration depends on organisation size and the number of existing initiatives. The exact timeline is agreed during the initial consultation.
Yes. The programme is conducted under NDA, and strategic and organisational information is never disclosed.
A CX strategy document, a governance model, an integrated CX system architecture and a prioritised action roadmap with a leadership presentation session.
Customer experience becomes a competitive advantage only when
it becomes part of how the organisation operates.
ExperienceFirst.lt · CX Blueprint

Let's connect your CX initiatives into one system.

If you have several CX efforts running separately — it's worth exploring how they can become one strategy.

Book a 30-min. consultation → Try the CX ROI Calculator
No commitment · Strict NDA · Fixed scope · Clear timeline
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