01
CX Strategy & Advisory
Connect customer needs with business priorities. Establish a practical direction for more consistent experiences.
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Advisory with Wafa Hasnaoui
Customer Experience Audit
Where is friction getting in the way of your customer relationships?
A customer experience audit is a structured review of selected interactions. It combines available feedback, process evidence and a walk-through of the experience to identify where attention is most needed.
Free discovery. Advisory scope and fees agreed before paid work begins.
Now: clarify handoffs
Next: test improvements
Later: review & refine
Who it is for
A focused engagement
for your priorities.
Businesses seeing repeated questions, complaints or inconsistent service, and teams preparing to improve an existing customer experience.
Challenges addressed
- 01Recurring customer issues without a clear root cause.
- 02Inconsistent communication between channels or teams.
- 03Limited visibility into how processes feel to customers.
Engagement scope
What the work includes.
The proposal confirms the selected activities, evidence access, deliverables and responsibilities. These are potential inclusions, not a fixed package.
- Agreement on the channels and touchpoints to examine.
- Review of relevant feedback, communications and processes.
- Evidence-based findings with practical improvement priorities.
Step by step
A transparent methodology.
- 01
Set boundaries
Define the journey, channels and questions the audit will cover.
- 02
Gather evidence
Review agreed materials and speak with relevant stakeholders.
- 03
Diagnose
Compare customer expectations with the current experience and note evidence gaps.
- 04
Recommend
Present findings, priorities and next steps for discussion.
Concrete deliverables
Clarity you can carry forward.
- Audit scope and evidence inventory
- Touchpoint findings summary
- Friction and consistency assessment
- Prioritized recommendations
Realistic outcomes
A more informed view of the current experience and a focused improvement list. An audit identifies opportunities; it does not guarantee retention, revenue or satisfaction gains.
Engagements are tailored to your business and the evidence available.
Discovery is free. Subsequent work is paid and scoped through a proposal. Implementation support, connected systems and additional research are included only if explicitly agreed. No results or timelines are guaranteed.
Useful answers
Questions about
this engagement.
Your next step
Let’s explore the right
starting point.
Request a discovery consultation through the existing enquiry form. Meeting details are arranged after your enquiry.
Wafa Hasnaoui
Customer Experience Advisor · ClickAD
Ottawa-based. Canada is the primary advisory market.
Based in Ottawa, Canada is the primary advisory market. Remote collaboration can be discussed. UAE, Qatar, Oman, Saudi Arabia and Kuwait are secondary areas for future collaboration, not claims of existing clients or offices.
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