The diagnostic

Stop guessing. Start seeing.

You know something is wrong with your customer experience. You just can't see exactly where or why. A fixed-scope, fully async diagnostic: you submit, I review, you receive a full walkthrough of findings plus a written action plan within five business days. No retainer. No ongoing commitment.

5 days Turnaround
Fixed price No surprises
Fully async On your time
What's included

Four deliverables. One outcome: clarity.

01

You submit

A structured questionnaire about your business, customer journey, and what's not working. Takes 30 to 45 minutes.

02

I review

I map your touchpoints, identify friction and missed opportunities, and build a picture of what's been invisible.

03

You receive

A recorded video walkthrough of findings, a written action plan, a touchpoint map, and a quick wins list.

Full deliverables
04

You execute

A prioritised roadmap you can act on immediately. No ambiguity. Just the next right moves.

Built for

This is right for you if you're a...

SaaS founder

You've got product-market fit but customers keep leaving. You need someone to show you where the experience is losing them.

Scale-up ops or CS lead

Your company is growing but the customer experience hasn't kept up. The cracks are there but you're too close to see them.

CX leader who needs a second opinion

You need an outside perspective to validate what you suspect, challenge what you've assumed, and surface what you've missed.

Abisola Fagbiye
Your diagnostician

I see customer experience the way an artist sees a canvas. I'm here to show you what you're missing.

I'm Abisola Fagbiye. I've spent about a decade in enterprise customer experience, including scaling a CX function from solo to double digits across multiple global locations, including technology.

I hold a Professional Diploma in Customer Experience (Distinction) from The CX Academy Ireland, and I bring a background as a charcoal and pastel artist to the way I see CX. Patterns, gaps, and friction points that operational teams walk past every day. That's the diagnostic advantage.

CX Academy Ireland (Distinction) Multi-industry Global operations Keynote speaker

Complete the intake.

This is where the diagnostic begins. Answer the questions thoughtfully. The depth of your answers directly determines the clarity of your diagnosis. Takes 30 to 45 minutes.

Pricing

Choose your tier. Proceed to payment.

Both tiers deliver the full diagnostic. The only difference is whether you want to talk it through live.

The Diagnostic
No calls needed. Expert eyes on your CX and a clear plan to fix it. Everything happens online.
£750
One-off. Limited slots each month.
  • In-depth intake review
  • Recorded video walkthrough of findings
  • Written action plan (effort vs impact)
  • Customer touchpoint map
  • Quick wins list
  • 5 business day turnaround
Book The Diagnostic
Most complete
The Diagnostic + Call
Everything in The Diagnostic, plus a 60-minute strategy call to walk through findings together.
£1,200
One-off. Limited slots each month.
  • Everything in The Diagnostic
  • 60-minute video strategy call
  • Live Q&A on findings
  • Call recording for your team
  • Report within 48 hours of call
Book The Diagnostic + Call
FAQs

Before you commit.

What exactly do I get? +

A recorded video walkthrough (20 to 30 minutes) diagnosing your CX issues, a written action plan with prioritised recommendations, a customer touchpoint map, and a quick wins list. The + Call tier adds a 60-minute live strategy call with a recording.

What's the intake form like? +

A structured questionnaire covering your business model, customer journey, team structure, tools and processes, pain points, and what you've already tried. It takes 30 to 45 minutes to complete thoughtfully, and the quality of your diagnostic depends directly on the depth of your answers.

How long until I get my results? +

Five business days from when I receive your completed intake. The + Call tier may take slightly longer depending on scheduling, but the written deliverables arrive within 48 hours of the call.

What if I need ongoing support after? +

The Diagnostic is a standalone engagement. You walk away with everything you need to act. If you want deeper support after seeing the findings, we can discuss that separately. No obligation.

Is this right for my stage? +

It works best for companies with paying customers and an existing journey to evaluate. Pre-launch or pre-revenue? CX Pulse (coming soon) is a better fit. If you have customers and something feels off, this is built for you.

Can I share the deliverables with my team? +

Yes. The video, written plan, and touchpoint map are yours to share internally. Most clients use the walkthrough in their next leadership meeting to build buy-in.

How is this different from a traditional CX consultancy? +

Traditional consultancies scope large, bill by the hour, and take months. This is fixed-scope, fixed-price, and delivered in five days. No 60-page deck. A clear diagnosis and a plan you can act on this week.

What's the refund policy? +

If I review your intake and determine the Diagnostic isn't the right fit, I'll tell you upfront and refund you in full. Once work begins, refunds aren't available.