Map current journeys across business lines and revenue streams to reveal where intent, context, and emotion are missed. Quantify drop-offs, abandoned tasks, and upsell gaps. Surface moments that feel transactional instead of personal across digital and physical points of engagement. Establish a baseline of lost value to target quick wins.

Inventory platforms for pricing, inventory, CRM, payments, messaging, and content. Trace how data moves, where it stalls, and who owns each connection. Identify missing identifiers and consent capture. Document dependencies and technical debt that slow activation. Produce a prioritized gap list that enables real-time eligibility, offers, and orchestration.

Analyze guest language, timing, and behavior across calls, chats, emails, forms, reviews, and on-site interactions. Identify common intents, emotional cues, and decision triggers by journey stage. Spot unanswered questions, repetitive requests, and seasonal themes. Determine which signals should be captured, interpreted, and acted on to make interactions timely and meaningful.

Trace conversations and transactions across web, chat, voice, social, email, call center, devices, and on-site touchpoints. Note where context is lost and guests repeat themselves. Evaluate handoffs between assistants and people. Identify friction from logins, forms, or switching channels. Define the minimum context to persist so journeys continue smoothly.

Assess brand tone, response patterns, and what should never be said. Review privacy, consent, data retention, and disclosure practices. Identify risks in using personal or payment data. Propose clear rules for eligibility, refusals, and escalation. Establish foundations for help that feels on brand, respectful, and dependable across every engagement.

Clarify roles, ownership, and staffing for assistants and copilots. Document current KPIs and reporting gaps across satisfaction, time to resolution, conversion, and displacement of intermediaries. Define review cadences, feedback loops, and quality audits. Ensure quick wins have owners, targets, and instrumentation so improvements are provable and sustainable.