A structured framework for objective business intelligence
Customer Journey Intelligence is the methodology we use on every engagement. Where competitor comparison is required, the findings become the BTX Experience Index, our Independent Competitive Benchmark. Every engagement follows the same repeatable process, so leadership decisions rest on data rather than opinion.
Sector, competitor and market research.
The customer journey evaluated end-to-end, objectively.
Structured review of process, consistency and delivery.
Consistent criteria applied to every touchpoint.
A single metric linking journey performance to revenue.
Delivered as the BTX Experience Index: position versus peers and category leaders.
Where enquiries convert — and where they are lost
Each stage is assessed against a consistent, five-point framework so revenue leakage can be located precisely and quantified.
A consistent 1–5 model applied across every touchpoint, benchmark and sector — enabling reliable comparison of performance over time.
A single weighted metric that links customer journey performance directly to conversion, retention and commercial risk.
Assessments are conducted independently, as a prospective customer would experience them, so findings reflect reality rather than internal assumption.
Benchmarks and weightings are calibrated for each sector, so competitive comparisons are valid and decisions defensible.