CX Interaction Audit
A capabilities pitch was not enough. buyers needed structured evidence of which interactions could move, at what volume, and what that implied financially before they would sponsor a platform programme.
- Timeline
- Design and pilot materials within a focused sprint; refinement after first live audit deliveries led by the client team.
- Scope
- CX wedge strategy, Interaction Audit product design (methodology, models, templates), pricing and packaging guidance, GTM narrative and sales playbook, and handoff workshops with solutions and sales leadership.
- Model
- Ravon built the methodology and collateral; client delivery leads owned client data access, legal sign off on reporting, and audit execution.
The outcome
A packaged Interaction Audit. classification rubric, savings model, and executive report. with a GTM sequence from audit to agent deployment.
Findings
What we built it around.
Buyer facing offer definition
scope, prerequisites, deliverables, timelines, and explicit out of scope boundaries
Data intake and privacy checklist aligned to regulated environments and consent boundaries
Interaction taxonomy and automation feasibility rubric with worked examples for common banking and insurance contact types
Volume to impact model
staffing cost, handle time, deflection, and error risk sensitivities stated as ranges with documented assumptions
Sequenced implementation path
quick wins versus regulated approvals versus higher risk interaction classes
Executive report template
automatable share ranges, savings storyline, risk register, and recommended next commercial step
GTM play
target account profile, pricing band guidance, and discovery questions that qualify audit fit before scoping
Results
What changed.
Sales and solutions engineering adopted a single audit narrative, shrinking scoping variance and protecting margin on early CX deals
Leadership could fund CX GTM with a defined entry SKU instead of betting only on long cycle platform bids
Buyer conversations shifted earlier to data backed cases, reducing 'trust us' moments in regulated procurement
Delivery team received repeatable methodology, improving predictability of effort and time to report
Product roadmap for downstream CX and recommendation features aligned to a staged revenue story rather than a big bang promise
Takeaway
A packaged Interaction Audit. classification rubric, savings model, and executive report. with a GTM sequence from audit to agent deployment.
HR Tech / Customer experience
Start a discovery
Most engagements begin with a conversation about context.
We do not send a proposal before we understand the problem. Start by telling us about your decision context. We will identify the highest leverage intervention areas before any scope is agreed.