Your data tells you
what is happening.
BCX Intelligence
tells you why.

BCX Intelligence is our diagnostic tool. Before any intervention is designed or built, we identify exactly where human behaviour is creating the gap between what your organisation expects and what is actually happening.

The output is not a research report. It is a behavioural diagnosis — where the friction is, why it is there, and the interventions most likely to resolve it.

Is this what you are dealing with?

Revenue Growth that is not happening the way it should

Sales cycles that stretch longer than they should, with deals stalling at the same point every time.

Growth that depends on a handful of high performers rather than a repeatable system.

Customer acquisition costs rising while conversion rates stay flat.

Efficiency Operations that cost more than they should

Processes designed around internal logic rather than how people actually work, creating bottlenecks nobody can explain.

Mistakes that keep recurring because the system makes the wrong behaviour easier than the right one.

Technology that was deployed but never truly adopted, leaving the investment unrealised.

Performance Results that do not match the effort

Change programmes that produce good presentations but revert to old behaviour within months.

Innovation that only happens when pushed, rather than as a natural output of how the organisation works.

Digital products or services that people use once and do not return to.

How BCX Intelligence works

Three phases. One diagnostic. A decision-ready output.

01 Alignment

Establish a clear picture from the inside

Before any audit begins, decision owners and key stakeholders answer a structured survey. Our behavioural AI engine analyses the responses and surfaces a summary. Leadership comes together for a focused session to align around what the data is showing and what question the audit needs to answer.

02 Behavioural Audit

Find what the dashboards are not showing

We examine the customer or employee experience through a behavioural science lens — looking for the friction points your dashboards and surveys are not designed to find. Hidden operational failures, cognitive barriers to decision-making, gaps between what people are expected to do and what the system actually makes easy. The audit produces a behavioural diagnosis: where the friction is, why it is there, and the interventions most likely to address it.

03 Decision Workshop

Turn findings into decisions

Working with your cross-functional team, we prioritise the interventions that will produce the most significant impact, sequence them practically, and establish what success looks like. The output is a decision-ready plan, not a research deck.

The methodology

A decade of diagnostic work. Now in a product.

Kindling is built on a diagnostic framework BCX Design has been refining for over a decade. The same approach. The same behavioural science lens. Now systematised into a product.

A two-month approval cycle that turned out to be sixteen points of cognitive bias built into the process itself.

An 18-month sales cycle that had nothing to do with the sales team.

A consumer platform with flat conversion whose customers were not disengaged — just overwhelmed at the wrong moment.

Different industries. Different problems. Same pattern.

See our work

Common questions

"We already have data."

Data tells you what happened. It records outcomes — conversion rates, cycle times, adoption figures, NPS scores. What it cannot tell you is why people made the decisions that produced those outcomes. That gap — between what the numbers show and what is actually driving them — is exactly where BCX Intelligence works.

"We already have consultants."

Most consulting engagements start with the problem the client has already named. BCX Intelligence starts earlier — with whether that problem is the right one to solve. If your existing partners are working from the same diagnosis you arrived at before they walked in, the quality of their recommendations is limited by the quality of that diagnosis.

"Isn't this what our Head of CX or Strategy should be doing?"

Possibly. But most internal teams are too close to the problem, too invested in existing assumptions, and too constrained by internal politics to surface the real friction objectively. BCX Intelligence gives them a clearer, debiased picture to work from — which makes their work more effective, not redundant.

The diagnosis is the fastest way to
find out what is actually broken.

A Kindling diagnostic gives you and your leadership team a clear, prioritised view of where the friction sits. Then we decide together what the right intervention is.

Start with a Diagnostic

A first conversation costs nothing and commits you to nothing.
We will tell you honestly whether we can help.

Your data tells you what is happening. BCX Intelligence tells you why.