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Startup Founder Product Manager Corporate Innovator Strategy Consultant Head of CX

Profile 05 | Head of CX

Design Journeys That Convert and Retain

Nadia R. | Head of Customer Experience, Amsterdam

Driving retention & NPS at a 500K-user HealthTech platform

"We have mountains of customer data, NPS scores, and session recordings ;but I struggle to synthesize it all into a clear CX strategy that Marketing, Product, and Support can actually execute together."

Nadia gives brainTerms.ai her product context: a digital health companion app with 52% D30 retention (industry average: 28%), but high churn at the 90-day mark. She wants to diagnose the drop and design a retention journey. The Head of CX Agent leads, supported by the Simulation and Research Agents.

Psychographic User Profiling

Empathy Mapping across 5 segments: "Anxious Health Monitor", "Goal-Driven Optimizer", "Passive Tracker", "Recovery Journey", "Family Caregiver". Each segment gets a detailed psychographic profile with motivations, fears, and friction points.

Churn Diagnosis via Persona Simulation

The Simulation Agent runs the 90-day journey for each persona. Finding: "Passive Trackers" churn when they miss 3+ consecutive days and receive generic push notifications. The "guilt loop" trigger creates negative brand association.

Journey Redesign & Friction Removal

Head of CX proposes 4 journey interventions: (1) Empathetic re-engagement flow (no guilt framing), (2) Milestone celebration at 7-day streaks, (3) Social proof module at day 60, (4) Personalised "Health Story" export at day 90 to create lock-in.

Cross-Functional Brief

The Command Center generates aligned briefs for each stakeholder: a feature brief for Product, a messaging guide for Marketing, a response playbook for Support ;all anchored to the same CX north star.

Real-World Outcome

Nadia's team implemented the re-engagement flow in sprint 1. D90 retention rose from 31% to 44% within 8 weeks. Support ticket volume dropped 18% as users reported feeling the app "understood them better." NPS moved from +22 to +41.

Key Benefits for CX Leaders

Empathy Mapping
Deep psychographic user profiling

Journey Simulation
AI-run user journeys to find drop-off

Persona Library
Multi-segment behavioral modeling

Friction Mapping
Identify and eliminate churn triggers

Cross-Team Briefs
Aligned briefs for Product, Mktg, Support

NPS Improvement Plan
Evidence-based retention interventions

How You Use It
Every Day

Beyond the strategic reports, brainTerms.ai is a living workspace. Four core interaction modes that keep you ahead every day.

Chat with Each Expert

Ask your Head of CX to redesign a specific touchpoint, push the Simulation Agent to model a new persona segment, or have Research surface the latest retention benchmark data; in plain language.

Ask follow-up questionsChallenge assumptionsExpert-specific depth

Chat with the Full Board

Align Product, Marketing, and Support simultaneously by posing the CX challenge to the entire advisory board. The board produces aligned briefs for each team; surfacing cross-functional blind spots before work begins.

Cross-functional alignmentCollective synthesisTeam-ready briefs

Strategy Versions

Track how your CX strategy evolves across sprints. Compare the original journey map to the iteration post-first-test results; and see exactly what changed and why.

Auto-save on updateSprint-by-sprint historyFull decision audit trail

Daily Digital Twin Check-In Most Used

Your customer experience strategy has a living Digital Twin. Every morning, new churn signals, NPS shifts, and competitor CX moves are surfaced automaticall; so your retention strategy is always ahead of the curve.

Morning briefingLive churn signalsAdaptive retention strategyAlways current

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