SERVICES — VALUE NEXUS™ MAPPING & REDESIGNUnlock cross-functional AI impact
A customer-led approach to streamlining and reinventing end-to-end AI workflows
Value-Nexus Mapping borrows proven best practices from customer-centric transformation — improving CX, internal efficiency, and AI performance simultaneously.
Workflow Atlas
Nearly every high-value AI initiative touches both customer and business value. With a cross-functional team, we’ll build your catalogue of journeys across the customer lifecycle, with associated internal workflows. The atlas becomes an actionable dashboard that monitors priorities, workflow health, and redesign progress.
Journey/ Operations Repair
For your priority end-to-end journeys — the ones with the most customer and internal friction, like onboarding or implementation — we map the people, processes and technologies that sit underneath. Streamline the complexity first, then add AI to amplify performance.
Value Redesign
Instead of repairing and streamlining journey-based workflows, reinvent them. We start with strategy — clarifying the real value-based outcome your ideal customers yearn for, and reverse-engineering what that means for a unique CX and the people, processes, AI and technical capabilities that support it. Then we dive into workflow design to drive customer and business value at scale.
The goal is to build your internal capability, not sell you a workshop. This is a highly collaborative process where you first observe, then co-lead, then run with my support.CONTEXT
The Value Nexus program activates every pillar of the value-centric business to boost ROI.
When you don’t have the executive mandate to streamline the entire business, Value Nexus Mapping helps you make progress at the journey level: (1) Clarity to focus on the workflows that matter most, (2) cross-functional engagement, (3) streamlined end-to-end workflows, and (4) defining how humans and AI work together.
CLEAR
Sharp strategic direction and executive alignment so everyone knows what matters and where AI creates the highest value.
COHERENT
Cross-functional alignment and operating rhythm that eliminates silos and enables the business to move as one.
OPTIMISED
Redesigned customer journeys and workflows that improve AI performance. We focus on use cases that move all needles: efficiency, revenue and differentiation.
SYMBIOTIC
Deep human-AI integration where people and intelligent systems amplify each other to create new capabilities and advantage.
"Jen's approach helped us gain alignment at all levels of the organization and to simplify decision-making. We’ve seen measurable progress on our shared goals.“
— Erik K, CX Transformation Director
MEET JEN RICEJen Rice has spent three decades simplifying complexity for B2B and B2B2C businesses including Cisco, HP, Microsoft, Experian, CenterPoint Energy, Principal Financial, J&J, Agilent, and many more.
Jen previously served as B2B Sector Lead and CX Principal at Forrester, so she’s experienced in best practices across every function and how they interconnect to drive results.
Most consultants know one lane; Jen plays at the intersections, uniting organisations to boost customer and business value together.