Course 1 - Understanding the Current State Experience
Learn how to select the right journey, align stakeholders, conduct research, build experience personas, create a current-state journey map, validate moments that matter and pain points, and prioritize what to solve first.
Course 2 - Designing the Future State Experience
Learn how to use the current-state journey map to redesign your VOC program, define KPIs, identify process opportunities, guide ideation, and build your future-state strategy.
Course 3 - Delivering the Future State Experience
Learn how to identify technology and operational needs, build a roadmap, create project charters, align leaders for action, and move the future state strategy into execution.
About the course
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Kate Kompelien
I became a CX leader somewhat accidentally while working at Best Buy, where I was asked to help the organization better understand and improve the customer experience. What I learned quickly is that CX creates the most value when it helps cross-functional partners understand what matters most, solve customer and employee experience challenges, and connect those improvements to meaningful business impact. Over the past 14 years, and now as owner of The Insight Shop, LLC, I have continued to build and refine a practical CX strategy process that works across industries, organizations, and customer types. It helps teams move from customer and employee insight to focused action, stronger experiences, and measurable business value. I created From CX Strategy to Business Impact because I want more CX leaders to have a practical process they can use to lead CX strategy inside their organization and clearly show the value of their work. Too often, CX leaders are expected to improve experiences without a consistent approach to getting to a CX strategy that stakeholders align to. My goal is to help you lead CX strategy with more clarity, confidence, and influence and to help your organization see the financial value of your team and the importance of improving both the customer and employee experience.
From CX Strategy to Business Impact Courses
What people are saying
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We lost our lead resource for a key member experience improvement initiative midway through the project, and the Insight Shop was able to jump in quickly and efficiently to keep the project on track and deliver results. I was particularly impressed with Kate and team’s ability to effectively plan and facilitate engaging workshops with stakeholders and their effectiveness in turning around powerful insights and plans of action that improve business outcomes while keeping our members at the center of our decisions. I would highly recommend the Insight Shop for the innovative approaches and techniques they bring to help organizations better understand their customers. Kate and Alex were a pleasure to work with!
Medica
Kate and her team at The Insight Shop continue to support us on many projects at Ferguson. We highly value Kate's depth and breadth of expertise and guidance across all areas of CX transformation. We're as confident for them to add extra bandwidth to a small ad-hoc discovery effort as we are to trust them in taking the lead on large multi-phase and mixed-methods initiatives. Kate always brings energy and enthusiasm along with a willingness to understand the business need and right size the scope. This is followed by deep curiosity and commitment to execute and drive impact for stakeholders.
Ferguson
The Insight Shoppe played a critical role in helping us deeply understand our customer experience and turn insights into action. Their expertise directly informed our Voice of Homeowner program, survey design, and customer journey framework. Kate’s strong methodology guidance and action‑oriented approach kept the work focused and impactful. I would highly recommend The Insight Shoppe for their thought leadership and practical expertise in driving customer experience improvements.
Renewal by Andersen
We had the pleasure of partnering with Kate and The Insight Shop on multiple projects and we are extremely satisfied with the results. Kate and team expertly conducted in-depth customer interviews on our behalf. Throughout the project, The Insight Shop demonstrated a deep understanding of our objectives. They developed detailed discussion guides that were thoughtfully aligned with our project’s needs, ensuring we captured the insights most relevant to our goals. Their rigorous and thorough approach to interviewing was evident in every stage, from planning to execution. The final insights deck delivered was both comprehensive and actionable, providing us with a clear understanding of customer perspectives and valuable direction for our next steps. We truly appreciate their professionalism, attention to detail, and commitment to excellence. We look forward to working with The Insight Shop again in the future.
Mercury Insurance
We lost our lead resource for a key member experience improvement initiative midway through the project, and the Insight Shop was able to jump in quickly and efficiently to keep the project on track and deliver results. I was particularly impressed with Kate and team’s ability to effectively plan and facilitate engaging workshops with stakeholders and their effectiveness in turning around powerful insights and plans of action that improve business outcomes while keeping our members at the center of our decisions. I would highly recommend the Insight Shop for the innovative approaches and techniques they bring to help organizations better understand their customers. Kate and Alex were a pleasure to work with!
Medica
We had the pleasure of partnering with Kate and The Insight Shop on multiple projects and we are extremely satisfied with the results. Kate and team expertly conducted in-depth customer interviews on our behalf. Throughout the project, The Insight Shop demonstrated a deep understanding of our objectives. They developed detailed discussion guides that were thoughtfully aligned with our project’s needs, ensuring we captured the insights most relevant to our goals. Their rigorous and thorough approach to interviewing was evident in every stage, from planning to execution. The final insights deck delivered was both comprehensive and actionable, providing us with a clear understanding of customer perspectives and valuable direction for our next steps. We truly appreciate their professionalism, attention to detail, and commitment to excellence. We look forward to working with The Insight Shop again in the future.
Mercury Insurance
Kate and her team at The Insight Shop continue to support us on many projects at Ferguson. We highly value Kate's depth and breadth of expertise and guidance across all areas of CX transformation. We're as confident for them to add extra bandwidth to a small ad-hoc discovery effort as we are to trust them in taking the lead on large multi-phase and mixed-methods initiatives. Kate always brings energy and enthusiasm along with a willingness to understand the business need and right size the scope. This is followed by deep curiosity and commitment to execute and drive impact for stakeholders.
Ferguson
The Insight Shoppe played a critical role in helping us deeply understand our customer experience and turn insights into action. Their expertise directly informed our Voice of Homeowner program, survey design, and customer journey framework. Kate’s strong methodology guidance and action‑oriented approach kept the work focused and impactful. I would highly recommend The Insight Shoppe for their thought leadership and practical expertise in driving customer experience improvements.
Renewal by Andersen
Join the Program
Ready to lead CX strategy with more clarity, confidence and business impact?
$2,000.00