Experience Compass
Every client visit MillerKnoll hosts is surveyed, and the comments hold the real story of what guests felt. Experience Compass reads all of it across the full ten-touchpoint journey, so Client Engagement & Experience can partner with Sales to design each visit around what a client actually values.
What it delivers
A proof of concept that earned a bigger build.
Experience Compass succeeds the Survey Insights Analyzer, a proof of concept scoped to a single event: the Chicago Focused Visit. That POC showed the approach worked. Experience Compass rebuilds it on the skills-based experience and widens the lens from one visit to the full guest journey across West Michigan, Chicago and New York, adding trend detection and Sales-facing visit briefs.
The principles
Measured against the standard CEE set
Sentiment alone says whether guests were happy. Compass reads each touchpoint against the four feelings CEE designs visits to create — welcomed, valued, inspired, connected.
Honest about the data
Where a survey instrument covers only some touchpoints, or a touchpoint only exists in one region, Compass says so. A data-collection gap is reported as a gap, not filled in.
Drafts, never sends
Recaps and executive briefs land as Outlook drafts for CEE to review. The agent does the reading and the first draft; people own what goes out.
Where it stands
Experience Compass is in Test with the Client Engagement & Experience team (September 21 through early October 2026), with Erica Schenck as business owner. v1.4.0 is deployed through DEV, TEST, and PROD on Copilot Studio’s skills-based experience running Claude Sonnet 5. The PROD deployment went ahead of UAT on purpose, to prove the pipeline end to end. It succeeds the Survey Insights Analyzer POC.