Scott Duncan — PwC CX Strategy, Québec Market Lead. 25 years in strategy and advisory. Based in Montreal.
More about how I work →
More about how I work →
The best agency work — brand, storytelling, content, campaigns, traffic — creates demand. What often leaks is what happens next. Experience Economics gives your team the diagnostic layer that connects the full client journey to booked-and-kept revenue, and gives you the economic story to tell alongside it.
Your clients see clicks, brand awareness, and inquiries. But the calendar is not filling consistently, and booked-and-kept revenue does not reflect the demand you are creating. The bottleneck is not the marketing.
When booking and follow-through leak, you're defending media performance while the business outcome stays flat. That's a difficult conversation to have repeatedly.
Clients want to know what their spend did for revenue — and what to fix next. That answer requires a layer most agencies aren't set up to provide.
Experience Economics is not a competing agency. It is a diagnostic and prioritisation layer that makes your work more complete. You bring the brand thinking, the storytelling, the campaigns, the traffic. I bring the economic picture of what happens after: consult paths, booking flow, cancellation and no-show salvage, rebooking and return behaviour, and measurement that ties everything to revenue.
The model is designed to make your delivery stronger. You implement the backlog. I provide the economic diagnostic that makes the priorities defensible and the outcomes easier to attribute.
A focused call, then a diagnostic connecting what the customer experiences (friction, drop-off, uncertainty) with what the business experiences (conversion, kept rate, utilisation, revenue per visit). Output: video tear-down, Size-of-Prize Scorecard, Top Levers, 30-day plan.
A clear plan your client can understand, plus a build-ready backlog your team can act on: landing page structure, booking-path design, follow-up automations, scripts and policies, measurement plan for QBRs.
Your team implements. We track the metrics that matter and refine based on what we learn. Lead to booked, booked to kept, cancellation to rebook, rebooking rate.
You introduce your client to EE. I contract directly with the clinic. You get a stronger outcome story without adding scope. Simple, low-friction, no overlap.
You contract with the client. I deliver the diagnostic and specification layer behind the scenes. Your team implements. One engagement, clean economics, your relationship intact.
Quarterly EE scorecards for a set of clients. A retention asset that gives you a proactive, economic story to tell at every review — and makes switching agencies feel like a downgrade.
The EE diagnostic engine can be white-labelled under your agency's brand. You go to market with a proprietary tool that gives your clients an instant economic picture of their customer journey — before a project even starts. It becomes a conversation-starter, a qualification filter, and a proof point all in one.
Most agencies compete on execution quality. A branded diagnostic tool changes the conversation to economics — which is a much harder position to displace.
We design the partnership together — how the tool is positioned, how leads flow, and how we share the upside. Built for agencies who want a long-term strategic advantage, not a one-off referral.
One call. 30 minutes. If it makes sense, we'll design a pilot together.