Business Growth through Enhanced Customer Strategy

Increase Revenue | Improve Margins | Sustain Growth — While Putting People First

  Our Approach
About Us
At Convergence Point Consulting, we’re more than just consultants —we’re your partners in creating sustainable growth. Our approach is simple: we focus on people. We believe that when your team is empowered and your customers are truly heard, success becomes a natural outcome.

Since 2018, we’ve been partnering with clients to bring their programs, products, and services to life using human-centered business design. With a focus on diversity, equity, inclusion, and belonging, along with customer experience strategies, we help businesses simplify operations, boost margins, and build deeper, more meaningful connections with their customers.
Empowering Teams for Long-Term Growth
We're here for as long as you need us. Our role is to offer support and extra hands during times of change. Our goal is to guide, work alongside, and empower your team to succeed on their own, giving them the tools and confidence needed for long-term success.

Our customer experience (Cx) strategies are built on human-centered design and naturally include Diversity, Equity, Inclusion, and Belonging (DEIB) values. By focusing on both Cx and DEIB, we help strengthen the connection between your brand and your customers, leading to stronger loyalty and deeper relationships.

According to Forrester’s 2024 Customer Experience Index research, companies that lead in customer experience see a 60% boost in brand loyalty and customer retention compared to their competitors. These companies also enjoy faster revenue and profit growth.*

Let’s work together to bring your vision to life. With the needs of your customers and employees at the center of every strategy, we can help unlock your business’s full potential.

*Forrester Research, Inc. "The US Customer Experience Index, 2024." Published March 2024.
Visualizing Success Through Human-Centered Design
Our approach is rooted in human-centered design principles, using customer-experience (Cx) strategies to align stakeholders and gain their buy-in. Through experience mapping, we create engaging visuals that demonstrate how goals can be operationalized, making it easier to discuss actionable steps toward success. These strategies not only help visualize solutions but also ensure they benefit both employees and customers, leading to:

  • Improved Profit Margins: Achieved through efficient, sustainable operational practices
  • Increased Revenue:  Driven by enhanced customer satisfaction and loyalty
  • Better Employee Engagement:  Fostered by ethical, supportive processes that improve retention
By focusing on both the employee and customer experience, we help your business operate with purpose and success at every level.

Service Offerings

Let's start where you are. Where do you need support?

 

Solution Discovery

Clarify Vision, Visualize Process & Identify Opportunity Discovery is comprised of exploratory exercises that are meant to visualize the part of your business you are looking to enhance.

 

Experience Audits

Strategic Planning & Change Management Review strategic map to identify risks and highlight opportunities to improve brand experience. Then, prioritize changes for implementation based on impact and resources.

 

Experience Refinement

Execution Guidance & Leadership Augmentation Ongoing support while implementing strategic plans such as enhancements to product, services, operations, marketing, and employee experience.

Leadership

Suan M Taylor Kregel

Founder & Principal Strategist

I am the "Mary Poppins" of business coaching— inspiring clients and teams to look openly and critically at business challenges, and collaborate meaningfully toward impactful solutions. Once solution owners are empowered to carry the work forward, I know my job is done.