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CX without the BS.

Fix the systems behind customer friction.

Cadence Lab helps you find the real cause of onboarding drift, quiet accounts, broken CRM signals, and AI service workflows that aren’t ready for real use. You’ll know what to fix first and why.

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?

  • 03 / Workflow Audit

    CRM Workflows

    Eliminate process workarounds and clean up untrusted CRM activity signals.

    Explore the CRM audit

  • 04 / AI Readiness

    Service Readiness

    Establish human-in-the-loop oversight and guardrails prior to AI deployment.

    Explore AI readiness

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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.

Fit Check™

Is this the right problem to solve together?

Tell me what’s getting in the customer’s way, which teams and systems are involved, and what needs to change. I’ll review it and tell you plainly whether Cadence Lab can help.

  • Customer friction is hurting retention, revenue, service quality, or team capacity.
  • The problem crosses teams or systems, and one group cannot solve it alone.
  • A leader can sponsor the work and assign clear owners.
  • Your organization is willing to fix the workflow, not just add another tool.