Most “CX Problems” Aren’t CX Problems
Most organizations don’t have a customer experience problem. They have operational, process, workforce, and technology problems that customers experience.
Rising churn or slipping CSAT
and no one can point to the root cause — only the symptom.
A frustrated, disengaged frontline
carrying broken processes and tooling that leadership doesn’t see.
A stalled AI or technology initiative
because the underlying process was never fixed first.
Most root-cause claims stop at a dashboard. We trace it to the actual process, workforce, or system behind it.
Three Service Lines, One Root-Cause Lens
Every engagement starts with the same question: what operational friction is actually driving this outcome?
The Experience & Operational Friction Assessment™
A structured, time-boxed diagnostic that identifies the specific operational friction — in process, workforce, technology, and customer experience — driving churn, cost, and stalled growth, and prioritizes what to fix first.
4–6 weeks, typical timeline
EVERY FINDING IS MAPPED TO ONE OF FOUR FRICTION DOMAINS
Delivered through direct stakeholder interviews, frontline observation, and data analysis — not a satisfaction survey.
The Friction Heat Map™
Illustrative example — built from your Assessment findings, not a template.
Every friction point plotted by business impact vs. effort/cost to resolve, color-coded by domain.
Turns a narrative of findings into one image your leadership team can act on in the room.
Forces the quick-win-vs-structural-fix conversation — visually, not in a spreadsheet.
Reusable: re-run it internally next year to prove friction is actually going down.
Not a survey score. Not a tech recommendation. We start with what's actually breaking in the process, the workforce, and the systems behind it.
Founder-led by an operator with 19 years running large-scale customer organizations — we’ve done this work, not just advised on it.
Senior expertise on every engagement — the diagnosis comes from people who’ve actually run the operation, not a rotating bench of junior analysts.
Every Assessment is built to leave you further ahead than it found you — quick wins you can start executing before the engagement even closes.
Built for Mid-Market Complexity
PRIMARY FOCUS
Technology & SaaS
Retail
ALSO SERVING
Healthcare (Patient Access & Telehealth)
Transportation & Airlines
Logistics & Supply Chain
Regional & Telecom-Adjacent Carriers
Best fit: a P&L owner or C-suite sponsor who can feel something is broken — churn, CSAT, a stalled AI initiative — but doesn’t yet have an evidence-based answer for why.
We work across industries because operational friction looks the same wherever it shows up — a contact center, a retail floor, a sales channel — regardless of what’s printed on the building.
Operators First, Consultants Second
Stride 773 is an operational friction advisory firm — founder-led, senior-delivered, built by someone who has run the operation, not just studied it.
19 years running large-scale customer organizations — we’ve owned the P&L, the headcount, and the metrics.
Senior-led delivery — every engagement is led by people who’ve actually operated at this scale, not just studied it.
Scoped to the Size of the Problem
Foundation
Single function or journey
4 weeks
Growth
Cross-functional
5 weeks
Enterprise
Multi-site / multi-business-unit
6 weeks+
All tiers include the full five-phase methodology and all six deliverables — differences are in scope breadth and data complexity. Investment is scoped to your organization and walked through in the first conversation.