90-Day Roadmap

Claude AI Customer Experience & CX Implementation Guide

The exact roadmap we use with our customer experience & cx clients — from first stakeholder call to measurable ROI in 90 days. No fluff, no delays, no surprises.

✓ Foundation
✓ Pilot
→ Scale
Phase 01

Foundation (Days 1–30)

  • Knowledge base audit and enrichment
  • CRM/support platform integration scoping
  • Escalation trigger definition
  • Pilot contact type selection
  • CSAT baseline measurement
Phase 02

Pilot (Days 31–60)

  • Agent assist go-live
  • AI self-service pilot (low-risk contacts)
  • QA scoring automation pilot
  • Customer satisfaction monitoring
  • Agent feedback sessions
Phase 03

Scale (Days 61–90)

  • Full channel deployment (chat, email, voice)
  • VoC analytics programme launch
  • Knowledge base automation
  • Proactive outreach programme
  • ROI report to Chief Customer Officer

Success Metrics by Phase

Phase 1 Metrics

  • Stakeholder sign-off achieved
  • Pilot scope defined
  • Integration tested

Phase 2 Metrics

  • First output quality score >85%
  • Team adoption >80%
  • Baseline metrics captured

Phase 3 Metrics

  • ROI measured and documented
  • Organisation-wide rollout complete
  • Phase 2 roadmap approved

ClaudeReadiness Implementation Support

You do not have to follow this roadmap alone. Our team has delivered 200+ Claude implementations in customer experience & cx and adjacent industries. We provide hands-on programme management, technical integration support, and change management from day one to day 90.

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