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Diagnostic

CX Systems Diagnostic

Find the source of customer friction across teams, systems, ownership, and handoffs.

Diagnostic

Lifecycle Risk Review

Learn which customer signals matter, who should respond, and what to improve before renewal risk becomes urgent.

Diagnostic

CRM Workflow Audit

Find where CRM workflows, data, automation, and ownership get in the way of customer work.

Free toolsBrowse all six

Free CX and AI Tools

Use six free tools to evaluate AI use cases, map handoffs, sort feedback, review CRM data, and plan service recovery.

Free tool

AI Use Case Stress Test

Identify readiness gaps, ownership questions, failure points, and the smallest useful AI test.

Free tool

CX Handoff Mapper

Map a customer journey across people, teams, and systems to find weak handoffs and missing owners.

Free tool

AI Evaluation Builder

Turn an AI task and its failure modes into a rubric, test cases, reviewer rules, and stop conditions.

Free tool

CRM Data Health Sampler

Review a CSV sample for missing values, duplicates, inconsistent formats, and fields that may not support the workflow.

Free tool

Service Recovery Planner

Turn a customer failure into a recovery plan with clear ownership, timing, communication, and follow-up.

Experience design

AI Customer Experience Design

Design AI experiences with clear roles, trustworthy context, human judgment, safe recovery, and measurable outcomes.

Customer problem

User Adoption Fatigue

Find why people verify, correct, or bypass a workflow, then fix the work before asking for more adoption.

Customer problem

Executive Misalignment

Turn competing priorities into a clear decision, accountable ownership, and a practical operating sequence.

Workflow guide

Salesforce Tracing

Follow customer work through Salesforce records, automation, ownership, handoffs, and outcomes.

Workflow guide

Cross-Functional Handoffs

Find where customer context, ownership, or urgency gets lost between teams and systems.

Workflow guide

Service Escalation Maps

Map the conditions, ownership, authority, context, and response needed before a service issue becomes a failure.

Workflow guide

AI-to-Human Routing

Design routing around clear boundaries, safe pauses, useful context, human authority, and accountable outcomes.

AI tooling

AI Copilot Design

Bring trusted context into real workflows, support better decisions, and keep people accountable for the outcome.

AI tooling

PII Scrubbing for AI Workflows

Reduce unnecessary personal data in AI workflows with clear boundaries, tested transformations, and accountable review.

AI tooling

Prompt Injection Controls

Reduce prompt injection risk with clear trust boundaries, limited permissions, enforceable policy, and adversarial testing.

Start here

FitCheck™ Decision Brief

Get a free, human-reviewed decision brief on the likely constraint behind your CX, CRM, workflow, or AI problem and what to do next.

Contact

Contact Matt Rabah

Share a customer experience, lifecycle risk, CRM workflow, or AI readiness problem and get a direct response.

CX without the BS.

Fix the systems behind customer friction.

Customers repeat themselves. Onboarding stalls. Teams work around tools they don’t trust. Cadence Lab helps you find what’s causing the problem and decide what to fix first—with clear owners and a practical plan.

Start the Fit Check™See the diagnostic offers

Enterprise systems and platforms

  • Salesforce
  • HubSpot
  • Zendesk
  • Gainsight
  • Qualtrics
  • ServiceNow

Diagnostic Services

Start with the problem, not the platform.

Each diagnostic answers one important question: What is causing the problem, and what should your team fix first?

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How the Work Happens

Find the cause. Make the next move clear.

We connect strategy to the people, systems, and decisions that shape the customer experience.

  1. Find what's really happening

    Follow the customer problem through teams, systems, data, handoffs, and frontline work.

  2. Agree on what needs to change

    Set the outcome, owner, boundaries, and order of work before implementation starts.

  3. Fix the way work gets done

    Turn the decision into better handoffs, CRM workflows, team practices, governance, and AI support.

  4. Track what changes

    Measure customer results, team adoption, and workflow performance. Then adjust based on what the data shows.

Common Questions

What to expect from a diagnostic

Clear answers about timing, access, deliverables, and what happens after the review.

How long does a typical CX Systems Diagnostic take?

Most diagnostic engagements span 3 to 4 weeks from initial discovery interviews to the delivery of the sequenced decision brief.

What access or data is required from our team?

We require lightweight access to CRM workflow maps, key stakeholder interviews across CS, Sales, and Product, and anonymized customer touchpoint records.

How do you handle cross-functional misalignment?

Our diagnostic model traces customer friction objectively across team boundaries, providing evidence-based findings that give leadership clear permission to align decision rights.

What happens after the diagnostic brief is delivered?

The output includes a sequenced remediation plan with clear owners. You can execute the roadmap internally or partner with Cadence Lab to guide workflow rebuilding.

FitCheck™ · Free decision brief

Before you fund the solution, check the fit.

Unsure where to start? Describe the problem. Matt reviews your answers and recommends the smallest useful next decision: a resource, an internal step, a diagnostic, or a conversation about implementation.

  • A human review of the problem, evidence, ownership, and ability to act.
  • A decision brief with the likely constraint and one useful next step.
  • A recommendation you can keep, including when consulting isn't needed yet.