External Experience

At Platinum Cubed, we dig deep to understand what clients are actually feeling, seeing, and hearing, not just what you intend for them to experience. Through discovery and data-backed insights, we identify critical points of contact, gaps in communication, and opportunities to add clarity, connection, and value.

Map the End-to-End Client Journey

We document the complete client lifecycle, from initial awareness to long-term engagement. Each touchpoint is examined to reveal where the client experience aligns, or misaligns, with your intent. Referrals & First Contact: How clients first learn about you and what shapes their early perceptions Onboarding: The steps clients go through to get comfortable and engaged Account Management: How relationships are supported over time Appreciation & Retention: How loyalty is acknowledged and reinforced We use a combination of interviews, platform data, and system-based analytics (including AI when available) to evaluate both quantitative and qualitative journey data. Identify Friction Points & Missed Opportunities We assess:

Where clients encounter confusion, delays, or breakdowns
Where internal processes affect experience quality
Where simple changes or enhancements could build stronger trust

Here, AI-enabled analysis can help surface hidden insights, but always with a human layer of interpretation to ensure relevance and accuracy.

Monitor, Measure & Refine

We help you establish KPIs and feedback mechanisms to keep the client journey adaptive and insight-driven. Where applicable, AI tools can support real-time monitoring or sentiment analysis, but they’re always used in tandem with strategic review and iteration.

Recommend Experience Enhancements

We deliver clear, actionable recommendations, such as:

Smarter onboarding journeys and personalized communications

Streamlined workflows and system automations

Targeted touchpoints to build trust and long-term engagement

Enablement tools for client-facing teams

When appropriate, we may introduce our proprietary AI tools to support faster documentation, smarter segmentation, or predictive feedback loops, but only where they truly serve the end experience.

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