Product Strategy

T&H CX > CUSTOMER EXPERIENCE AGENCY > EXPERIENCE > Product Strategy

Shape product strategies that align customer needs with business ambition, creating offerings that drive adoption, loyalty and growth

The Foundation for Market Relevance

Even the strongest CX programs falter if the product doesn’t deliver. Product strategy ensures you’re building the right products, in the right way, for the right customers.

We help organisations connect product decisions to customer insight and commercial outcomes, balancing desirability, feasibility and viability. The result is a clear strategy for growth, grounded in what customers actually value.

Why It Matters

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Without a clear product strategy, organisations often face:

Product launches that fail to meet customer expectations
Features driven by internal opinion rather than customer needs
Lack of differentiation in crowded markets
Poor alignment between product, CX and brand strategy
Difficulty linking product development to measurable ROI

A strong product strategy creates clarity, focus and confidence that investment is driving customer and business value.

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A trusted partner to Australia’s leading customer-obsessed brands

What We Deliver

Product Strategy Development

Define the vision, positioning and role of your product portfolio, aligned with customer needs and market opportunities.

Value Proposition Design

Craft compelling value exchanges that resonate with target customers and differentiate your brand.

Portfolio Planning

Prioritise product initiatives with a framework that balances growth, feasibility and risk.

Go-to-Market Roadmaps

Translate product strategy into actionable roadmaps with clear milestones and measures.

Our Approach

1. Discover

Gather insight on customer needs, competitor offerings and market trends.

2. Define

Shape product vision, positioning and priorities.

3. Design

Build actionable roadmaps that align customer desirability with business viability.

Our Difference

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Product strategies often default to internal opinions or incremental changes. We take a customer-first approach.

Our senior team blends research, CX design and commercial experience to create product strategies that are insight-led, pragmatic and measurable. We ensure your product investments are not just innovative, but sustainable — delivering value to customers and return to the business.

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The Value You’ll Gain

A clear product vision aligned to customer needs and market trends
Confidence that investment decisions are based on evidence, not opinion
Value propositions that differentiate and drive customer adoption
A roadmap for product development that balances quick wins with long-term growth
Stronger alignment between product, CX, brand and commercial outcomes

Types of Engagements

Defined Scope Projects

End-to-end product strategy and roadmap development.

Workshops

Collaborative sessions to define product vision, value propositions and priorities.

Embedded

Ongoing partnership to align product strategy with evolving CX and market conditions.

When to Choose This Service

New product or service development is planned
Current products underperform or lack differentiation
Leadership teams lack alignment on product vision and priorities
Product investments are made without clear customer validation
You want to link product development more closely to CX outcomes

Optimising Velocity’s approach to partnerships through qualitative research

Through research, Velocity Frequent Flyer wanted to unlock insights to help them gain a deeper understanding of the 'voice of the partner' in order to optmise their partnerships

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CX audit & customer engagement strategy

Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.

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