Brad Wood

Building Next Generation Customer Experience Workflow

Most organizations have a disconnect between customer curiosity, interest, intent, and renewal. We built a context-aware customer lifecycle management tool that captures the customer’s own words from day one through the sale. After close, it switches into an onboarding assistant while keeping the full buying-cycle context so the customer can revisit the original use case and keep driving value.

What I built

  • •A context-aware customer lifecycle management workflow (pre-sale → close → onboarding)
  • •A living, AI-driven ‘Performance Hub’ that evolves with the customer
  • •A single source of truth that ties discovery → ROI assumptions → execution guidance

How it works (high level)

We ingest real discovery calls, facility walkthroughs, and financial assumptions, then turn them into a personalized ROI engine, proposal, and ongoing operational guide.

What changed

Customer context
Before: Use case captured in decks/notes, then lost after closeAfter: Use case preserved in the customer’s own words across the lifecycle
Post-sale motion
Before: Onboarding restarts context from scratchAfter: Onboarding is assisted while keeping the full buying-cycle context

Outcome

It replaces static decks and PDFs with a continuously updated source of truth. The outcome isn’t just better sales velocity—it’s executive-level clarity, operational alignment, and a durable system that proves value long after the contract is signed.