Business Systems · AI Acceleration · Full-Stack CX Capstone

Human judgment governs. AI accelerates.

Raw enterprise discovery in, executive-ready decisions out. A human-led, AI-accelerated method built on 15 years of enterprise experience design.

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Executive summary

The handoff is where it breaks

No single owner once a deal closes
Every region runs onboarding differently
Fix: one record, one owner, a visible date
Constraint: no extra clicks for sales

from: interview transcript

source: 112 words

summary: 32 words

Journey map

Four stages, four breaking points

Quote: approvals stall the deal
Onboard: nobody owns the next step
Serve: data lives in four places
Grow: customers want self-service

from: workshop sticky notes

source: 47 words

summary: 26 words

Roadmap

Three phases, sequenced by value

Phase 1: one record, automatic handoff, duplicate alerts
Phase 2: guided onboarding, visible dates, mobile approvals
Phase 3: self-service portal and knowledge search
Parked: five low-value requests

from: requirements spreadsheet

source: 86 words

summary: 32 words

One-page pre-read

The decision we need today

Recommendation: Option B, a phased rollout
Why: fastest value with the least change load
Ask: approve phase 1 budget and one owner
README: what changed since last meeting

from: steering committee deck

source: 59 words

summary: 33 words

Readiness scorecard

Enthusiasm is high. Readiness isn't.

Excitement 86%, useful training 29%
Biggest gap: knowing which tasks suit AI
Fix first: role-based training and a help owner
Measure again in 60 days

from: readiness survey

source: 54 words

summary: 30 words

Decision log

Decided, owned, dated

Decision: pilot in North America and APAC
Owner: Service Operations
Review: in 30 days
Open: EMEA data access, pending review

from: team chat thread

source: 81 words

summary: 23 words

Interview transcriptRaw input

00:02InterviewerWalk me through what happens when a deal closes.

00:04VP SalesHonestly it depends who you ask. We hand off in a spreadsheet, sometimes in chat, sometimes nobody tells service at all.

00:09InterviewerHow does service find out?

00:10Service LeadUsually the customer calls us first. We're already behind before we start.

00:15VP SalesWe tried a form last year. People stopped filling it in after two weeks.

00:21Ops ManagerEvery region runs onboarding differently. EMEA has its own checklist.

00:26InterviewerWhat would good look like?

00:27Service LeadOne record. One owner. A date the customer can see.

00:33VP SalesAnd no extra clicks for reps, or they won't use it.

Workshop sticky notesRaw input

Waiting on approvals

Too many logins

Who owns this?

Data in four places

Training takes too long

Slow quote turnaround

Customers chase us

Unclear next step

Manual re-entry

Love the mobile app

Reports take a day

No single view

Escalations by email

Great team support

Want self-service

Requirements spreadsheetRaw input

ID	Requirement	Priority	Status
REQ-01	Single customer record across sales and service	High	Approved
REQ-02	Automatic handoff when a deal closes	High	Approved
REQ-03	Guided onboarding checklist by region	High	Review
REQ-04	Customer-visible onboarding date	Medium	Review
REQ-05	Self-service case portal	Medium	New
REQ-06	Knowledge base search	Medium	New
REQ-07	Custom report builder	Low	New
REQ-08	Dark mode	Low	New
REQ-09	Export every screen to PDF	Low	New
REQ-10	Legacy fax integration	Low	Parked
REQ-11	Duplicate record alerts	High	Review
REQ-12	Mobile approvals	Medium	New
REQ-13	Animated dashboards	Low	New

Steering committee deckRaw input

AgendaEight topics, ninety minutes

ContextWhy we are here again

Current stateFourteen systems, six teams

Pain pointsHandoffs, approvals, data

Survey resultsReadiness by region

Options A to DFour paths compared

Option analysisCost, risk, time, change load

CostsThree-year view

RisksTwelve open items

TimelineEighteen-month plan

Appendix AInterview notes

Appendix BVendor detail

Readiness surveyRaw input

I'm excited about AI at work

86%

Leaders talk about AI often

78%

I know which tasks AI should do

41%

I've had useful AI training

29%

Our data is easy to find

33%

My workflow has room for AI

46%

I trust AI output

38%

I know who to ask for help

35%

Team chat threadRaw input

SOSales OpsCan we pilot the new handoff in two regions first?

SLService LeadFine by me if someone owns it end to end.

ITITWe can't give EMEA data access until the review clears.

RLRegional LeadThen start with North America and APAC?

PMProgram ManagerWorks. Service Ops owns it. Review in 30 days.

SOSales OpsAgreed. I'll update the deck.

SLService LeadPlease keep it to one page this time.

ITITI'll log EMEA access as an open item.

Illustrative examples. Drag to compare.

Interview transcript becomes a executive summary: The handoff is where it breaks.
Workshop sticky notes becomes a journey map: Four stages, four breaking points.
Requirements spreadsheet becomes a phased roadmap: Three phases, sequenced by value.
Steering committee deck becomes a one-page pre-read: The decision we need today.
Readiness survey becomes a readiness scorecard: Enthusiasm is high. Readiness isn't..
Team chat thread becomes a decision log: Decided, owned, dated.

Selected Work

Proof across three dimensions.

Methodology author. Builder architect. Enterprise change lead. Three projects that anchor what I do and how I work.

AI Native

Human × AI Collaboration · Solo Build

The Unspoken Balance

12 hrs — from empty directory to production full-stack site using Claude Code as an AI development partner. 5 pages, 15+ components, 11-page design system, 50+ human-directed iterations.

View Case Study

AI Native

Enterprise × AI Acceleration · Methodology

Strategic Translation Architecture

5 stages — a human-led, AI-accelerated methodology for transforming raw enterprise discovery into executive-ready deliverables and working production systems.

View Case Study

Enterprise

Fortune 300 Manufacturer · Enterprise Transformation

Executive Coaching + Enterprise Change Management AI Accelerated

40% — faster service response times projected. Change Management Office architecture. Three-Track Delivery Model. Ongoing 2025–2026. Client anonymized under NDA.

View Case Study

See all work

The Signature Framework

The translation tax is the real cost.

Experience Architects, Business Strategists, and Change Managers are translators. We convert raw discovery into language executives act on, champions adopt, and end users trust. The Strategic Translation Architecture restructures the workflow so human judgment governs what matters and AI accelerates what does not.

AI handles production. You own the thinking.

Discover

Human-Led

Translate

AI-Accelerated

Architect

Human-Led

Deliver

Hybrid

Build

Builder Architect

Read the Full Methodology

Evidence

Numbers that mean something.

Selected metrics from 15 years of work. Every number is attached to a story.

15 years

Enterprise Experience Design

From telecom self-service to Agentforce AI rollouts.

1 named

Published Methodology

The Strategic Translation Architecture.

12 hours

Concept to Production

The Unspoken Balance build.

3 weeks

POC to Production

Blockchain supply chain platform.

Red → Green

Account Health Turnaround

At-risk engagement stabilized.

12+

Fortune 500 Customer Go-Lives

Successful go-lives, 100% adoption.

About

Tania Makroo

Tania Makroo operates at the intersection of strategy, technology, product, experience, and change. Fifteen plus years across Fortune 500s, Salesforce Professional Services, EY, and independent methodology work.

Tania translates complexity through systems thinking paired with human-centric change models. She shapes solutions that empower teams and people, creates clarity through complexity for leaders, and builds platforms that connect technology with meaningful human outcomes.

More about Tania

Process