Account Expansion

Definition:

The process of identifying new ways to deliver value within an existing client account, often through additional workstreams, teams, or phases. Account Expansion happens when our impact grows — even if it's not a brand new engagement.

Common Misunderstandings

• Confused with Account Growth (which includes expansion but also strategic nurturing)

• Sometimes treated like 'upselling' — when it’s actually about identifying evolving client needs

When It Applies

Occurs during or after an active engagement, often initiated by Delivery, Solutions, or Account teams.

Related Terms

Account Growth, Delivery, Relationship Expansion

Common Questions

Q:  Is Account Expansion the same as Growth?

A: No — it's a subset of Account Growth, focused on new work within existing clients.

Q: Who drives Expansion?

A: Often Delivery or Account Lead surfaces it through relationship-building or project insight.

Example

“They’ve asked us to look at a second business unit — sounds like an Account Expansion opportunity.”

Audience Guidance

Use externally in context — clients will understand expansion if it’s framed as deepening support.

Account Growth

Definition:

The ongoing effort to identify and pursue additional ways to deliver value within an existing client relationship. This includes new workstreams, expanded impact, or deeper partnership — not just 'upselling.'

Common Misunderstandings

• Confused with business development for new clients

• Seen as a sales-only activity, rather than value-driven

• Ownership can feel unclear between Growth, Delivery, and Account roles

When It Applies

Ongoing during and after active engagements. Often led by the Account Lead with input from Delivery and Growth teams.

Related Terms

New Client Growth: Account Growth focuses on existing clients; new client growth is separate.

BD: Account Growth often involves collaboration with BD but is not the same as BD-led pursuits.

Common Questions

Q: If we propose new work to an existing client, is that Account Growth?

A: Yes, if it's about deepening or expanding the current relationship.

Q: Who owns Account Growth?

A: Primarily Account Lead, with collaboration from Growth and Delivery.

Example

"We're seeing appetite for additional transformation work at this client — let's develop an Account Growth plan for the next two quarters."

Audience Guidance

Internal term; with clients, we typically talk about deepening partnership or identifying new ways to support the client — not 'Account Growth.'

Account Planning

Definition:

A structured process to define how Lexico will deepen value, build relationships, and identify future opportunities within a client account. Account Planning helps us think long-term, beyond just the current engagement.

Common Misunderstandings

• Confused with Pursuit Planning

• Over-indexing on revenue instead of value and relationship potential

• "Opportunity" Account Planning; a similar process used with a Lead with which we believe there’s a real chance of meaningful engagement.

When It Applies

Occurs during or post-engagement — especially when the client shows long-term partnership potential.

Related Terms

Account Growth, Expansion, Strategic Planning

Common Questions

Q:  What’s included in an Account Plan?

A: Relationship map, opportunity areas, value narrative, potential future plays.

Q: Who owns Account Planning?

A: Typically the Account Lead, supported by Growth and Solutions.

Example

“Let’s revisit the Account Plan — the client’s transformation strategy just shifted.”

Audience Guidance

Use with clients who are open to strategic co-creation — align on goals, not just scope.

Advisor

Definition:

An Advisor at Lexico is any contracted, non-core team member engaged in Lexico project work. Advisors are external contributors who support engagements with strategic insight, delivery capacity, and/or technical expertise. They operate across a range of roles, from strategic guidance to functional delivery, depending on the project scope. They are not full-time staff, but are trusted collaborators who represent Lexico to clients and operate under its standards and methods.

Common Misunderstandings

• Assumed to be full-time staff or permanent team members

• Confused with specific roles like SME or Delivery Lead

• Misunderstood as always being high-level strategic contributors (some Advisors are highly tactical)

When It Applies

Can be engaged in Pursuit (for positioning or expertise) or Delivery (for execution, credibility, or insight).

Related Terms

SME: SMEs deliver specific content or work; Advisors are consultants or project team members in general.

Partner: Partners are formal collaborators or revenue-sharing partners; Advisors are individual contributors engaged for expertise.

Common Questions

Q: Are all external experts considered Advisors?

A: If they are engaged on Lexico work, yes—unless they are formally scoped Partners or Vendors.

Example

“We’re bringing in an Advisor with data governance experience to round out the delivery team for this assessment.”

Audience Guidance

Internal and externally relevant. Externally, be sure to draw parallels to common terms "consultant" or "project team members"

Alliance

Definition:

A formal, strategic relationship between Lexico and another organization to pursue shared goals. Alliances typically involve mutual business development, co-delivery, or go-to-market efforts — often with long-term collaboration and executive sponsorship.

Common Misunderstandings

• Sometimes used interchangeably with Partner.

• Sometimes unclear whether an Alliance implies revenue-sharing or not.

• Sometimes unclear who manages the Alliance relationship.

When It Applies

Ongoing. Alliances may be activated during Pursuit, Delivery, or Account Growth depending on opportunity alignment.

Related Terms

Partner: A Partner may be part of an Alliance, but not all Partners are Alliances.

Vendor: Vendors provide services to Lexico; Alliances are collaborative and bidirectional.

When It Applies

Ongoing. Alliances may be activated during Pursuit, Delivery, or Account Growth depending on opportunity alignment.

Common Questions

Q: Is every partner an Alliance?

A: No — Alliances are deeper, formal relationships with shared vision.

Q: Who manages Alliance relationships?

A: Typically Growth or Executive sponsors manage the relationship.

Example

“We’re pursuing this jointly with our key technology Alliance partner to position for scale.”

Audience Guidance

Internal term. With clients, refer to the specific partner name or describe the partnership naturally (e.g. 'working in collaboration with [Partner Name]').

Approach

Definition:

"Approach is *how* we will tackle a client challenge — including method, sequence, and experience. Approach is a key part of solutioning and what makes our work feel 'Lexico'.

Common Misunderstandings

• Confused with scope (what we’ll do)

• Treated generically — when approach should reflect Lexico’s design choices

When It Applies

Shaped during Solutioning, captured in proposals, and often revisited early in delivery.

Related Terms

Solutioning, Methodology, Experience, Scope

Common Questions

Q: Is the Approach the same as our Methodology?

A: No — Methodology is the toolkit; Approach is how we apply it in this context.

Q: Who defines the Approach?

A: Solutions & Experience lead with input from project team.

Example

“Our approach will center on co-creation, paced in three design sprints aligned to leadership forums.”

Audience Guidance

Use externally to differentiate — make sure the client sees how the approach supports *their* context.

D

Delivery

Definition:

The execution of our work with the client — including managing the team, producing outcomes, maintaining quality, and navigating change. Delivery is where the solution becomes real and the experience is felt.

Common Misunderstandings

• Confused with Fulfillment (tactical completion)

• Assumed to only mean project management — when it includes leadership, culture, and experience

When It Applies

Begins post-kickoff of an engagement and continues through completion, handoff, or extension.

Related Terms

Engagement, Fulfillment, Experience, Delivery Success

Common Questions

Q: Who owns Delivery?

A: Typically the Engagement Lead — but Delivery Success may support at a portfolio level.

Q: Is Delivery just about execution?

A: No — it’s also how we respond, adapt, and leave people better.

Example

“Delivery has been smooth so far, but let’s check alignment before we roll into Phase 2.”

Audience Guidance

Use internally and externally — but clarify that Delivery is more than ‘just executing’.

E

Enablement

Definition:

A Lexico function that equips teams, systems, and people to do their best work. Enablement focuses on infrastructure, tools, guidance, and capability-building — helping the business operate at its best.

Common Misunderstandings

• Confused with Operations

• Assumed to only cover training or onboarding

• Seen as reactive, when Enablement is often proactive and strategic

When It Applies

Ongoing. Supports functions across Lexico including Growth, Delivery, and Solutions.

Related Terms

Operations, Tools, Capability, Internal Infrastructure

Common Questions

Q: What’s the difference between Enablement and Ops?

A: Enablement builds clarity, systems, and support; Ops runs the machine day-to-day.

Q: Who owns Enablement?

A: Lexico’s Enablement team — often partnering with others to embed solutions.

Example

“Enablement is rolling out the new pursuit toolkit next week — it should save tons of prep time.”

Audience Guidance

Internal term. With clients, frame the results: better experience, faster delivery, smoother handoffs.

Engagement Lead

Definition:

The project team member responsible for overseeing day-to-day delivery of an engagement — ensuring coordination, quality, and momentum. The Engagement Lead drives outcomes, manages relationships, and is the main point of contact for client delivery. Often the strategic lead of the work as well.

Common Misunderstandings

• Confused with Delivery Lead (in future-state role designs)

• Assumed to be purely tactical or PM-like

• Overlaps with Solutions or Account Lead if roles aren’t clarified

When It Applies

Active throughout Delivery. Sometimes engaged during Pursuit to ensure delivery viability is considered early.

Related Terms

Delivery, Account Lead, Solutions Lead, QB’ing

Common Questions

Q: Does the Engagement Lead own the client relationship?

A: They often manage the relationship day-to-day, but Account Lead may hold longer-term responsibility.

Q: Who does the Engagement Lead coordinate with?

A: The full Lexico team — including Advisors, SMEs, and partners.

Example

“As Engagement Lead, you’ll own coordination across both workstreams and be the primary client liaison.”

Audience Guidance

Use externally when appropriate — especially in delivery kickoffs or org charts. Clarify what the role does.

Engagement

Definition:

A defined scope of work with a client where Lexico is actively delivering against objectives. Engagements represent structured, committed work and often consist of multiple phases or projects over time.

Common Misunderstandings

Often confused with early-stage conversations or leads; however, engagements imply an SOW is signed, and work is underway or planned.

When It Applies

Occurs after a pursuit is won and an SOW is signed. Engagement is part of fulfillment/delivery phase.

Related Terms

Pursuit, Fulfillment, Advisor, Scope

Common Questions

When Lexico is facilitating discovery sessions for a client after an SOW is signed, it is considered an engagement. If those sessions are pre-contract, it's still a pursuit.

Example

‘This is our second engagement with the client focused on operationalizing their change strategy.’

Audience Guidance

Use 'engagement' to refer to structured, active work tied to a signed scope. Avoid using it loosely for exploratory or BD-stage interactions.

Experience

Definition:

The intentional design and delivery of every interaction and output in a way that feels personalized, high-caliber, and human. It's how people experience Lexico — both clients and internal team members.

Common Misunderstandings

Sometimes interpreted only as brand or client service. It includes design, flow, tone, aesthetics, and emotional impact of how Lexico shows up.

When It Applies

Embedded across all stages: from prospecting and pursuit through delivery and long-term account growth.

Related Terms

Brand, Hospitality, Human-Centered Design, Right-Fit

Common Questions

The formatting of a proposal, the way we facilitate a workshop, or how follow-ups are written — all reflect Experience.

Example

‘Her attention to whitespace and how she led the session was a perfect example of the Lexico experience.’

Audience Guidance

Lexico’s Experience is our differentiator — treat every interaction as a design moment.

G

Growth

Definition:

The collective efforts and systems that drive new business, nurture existing accounts, and expand Lexico's presence. Growth includes lead generation, nurturing, pursuit support, and account expansion.

Common Misunderstandings

Sometimes confused with marketing or business development alone. Growth is a flow that blends strategy, content, relationships, and timing.

When It Applies

Starts at first contact and extends through account planning and expansion.

Related Terms

Lead, Prospect, Account Planning, Engagement, GES

Common Questions

A team member creating follow-up content after a visioning session is supporting growth, not just fulfillment.

Example

‘Growth supported the client journey from early prospect to multi-year partner.’

Audience Guidance

Think of growth as a whole-system flow — not a department or one person’s job.

H

Human Centered

Definition:

An approach to solution design that starts with deep empathy for the people involved, prioritizing their needs, contexts, and behaviors. At Lexico, it's a mindset woven into discovery, solutioning, and delivery.

Common Misunderstandings

Sometimes mistaken as purely UX or design thinking. It’s broader — about shaping strategies and structures around real people’s lived realities.

When It Applies

Foundational to early discovery, solution design, and workshop experiences.

Related Terms

Experience, Discovery, Right-Fit, Design

Common Questions

When scoping a new data strategy, we include interviews with users to learn what data they actually trust and use — that’s HCD.

Example

‘We took a human-centered lens to uncover barriers to adoption before designing the roadmap.’

Audience Guidance

Use this term when emphasizing empathy and people-first thinking in how we design and deliver solutions.

L

Lead

Definition:

A person or organization that has shown some level of engagement or interest in Lexico’s work. A Lead may come from referrals, inbound interest, or proactive outreach. At this stage, we are starting to learn about their needs and determine if they’re RWA.

Common Misunderstandings

• Confused with Opportunity — Leads are earlier

• Assumed to be qualified before signals are clear

• Sometimes logged inconsistently across systems

When It Applies

Captured in CRM or pipeline tools. A Lead becomes an Opportunity when it is vetted and appears to be RWA.

Related Terms

Opportunity: A Lead becomes an Opportunity after qualification.

Prospect: Prospect is broader — may or may not be an active Lead.

Common Questions

Q: If someone downloads a Lexico white paper, are they a Lead?

A: Not automatically — they may become a Lead if interest is expressed or qualified.

Q: When should a Lead be converted to Opportunity?

A: When we have enough information to confirm potential fit and client readiness (RWA) and a potential engagement is emerging.

Example

“A VP from XYZ reached out for an intro call — let’s treat them as a Lead and see where it goes.”

Audience Guidance

Internal term. Clients would not hear us refer to them as a 'Lead'.

O

Opportunity

Definition:

A Lead that has been vetted and appears to be RWA — meaning we believe there’s a real chance of meaningful engagement. Opportunity status signals enough fit, interest, and potential to start exploring what we could do together.

Common Misunderstandings

• Often confused with Lead or Pursuit.

• Sometimes used too early (before qualification).

• Sometimes used inconsistently in pipeline reporting.

When It Applies

Begins when a Lead is qualified (RWA).

Ends when it becomes a formal Pursuit or is closed out.

Related Terms

Lead: Lead is earlier, before qualification.

Pursuit: Pursuit is the active phase of going after an Opportunity that has clearly defined need/project/ask.

Common Questions

Q: If we're talking about needs but haven’t aligned on scope or defined project, is it still an Opportunity?

A: Yes — if we believe they’re RWA and there’s real traction.

Example

"This is a strong Opportunity — let’s align on whether to move to Pursuit."

Audience Guidance

Internal term. With clients, we talk about exploring ways to work together or how we could approach their problem.

P

Partner

Definition:

An external organization Lexico works with to co-deliver, extend capability, or jointly pursue business. Partners are typically brought in to handle defined portions of work under Lexico’s banner or alongside us.

Common Misunderstandings

•  Used loosely to describe any collaborator

• Confused with Advisor (who is an individual) or Alliance (which is a broader strategic relationship)

• Unclear if revenue-sharing or co-branding applies

• Sometimes used too loosely to describe friendly contacts.

When It Applies

May be involved during Pursuit, Delivery, or Account Growth depending on the structure of the engagement.

Related Terms

Alliance: An Alliance is a formal strategic relationship; a Partner may or may not be.

Advisor: Advisors are individuals brought in for expertise, not formal Partners.

Common Questions

Q: Is every subcontractor a Partner?

A: Only if they are another company who is supplying talent or other expertise. Individual subcontractors are not partners.

Q: How should we introduce a Partner to clients?

A: Transparently and based on role — either by firm name or as part of a joint delivery model.

Example

“We’ll be delivering this project in partnership with [Firm Name] to support the data engineering components.”

Audience Guidance

Use the term with care. If unclear, describe their function (e.g., 'implementation lead from our partner firm') rather than using the label 'Partner.'

POV

Definition:

A Point of View (POV) is a concise, compelling articulation of Lexico’s perspective on a topic, trend, or client situation. It offers clarity on how we see a challenge or opportunity, often grounded in experience, insight, or a unique angle. POVs are used to establish thought leadership, open new conversations, or guide solution framing.

Common Misunderstandings

Sometimes mistaken as personal opinion or just content. A POV is strategic — it reflects Lexico’s institutional perspective, shaped to be relevant and valuable to the audience.

When It Applies

"Typically developed during nurturing, pursuit, or early discovery phases. Can be reused or adapted across Growth, Solutioning, and Enablement."

Related Terms

Thought Leadership, Growth, Solutioning, Experience

Common Questions

If a client is struggling with data trust, a Lexico POV might articulate how “data strategy should be grounded in human behavior and decision patterns.” That POV anchors further conversations and solutioning.

Example

“We shared a POV about navigating change during tech transformations, and it immediately sparked follow-up from the COO.”

Audience Guidance

Use POVs to express what Lexico believes is important — it’s how we shape the narrative, not just respond to it.

Prospect

Definition:

An individual or organization that fits Lexico’s ideal client profile and is being targeted for potential engagement — regardless of whether they’ve expressed interest. Prospects represent potential future clients that we believe are worth watching, cultivating, or approaching.

Common Misunderstandings

• Confused with Lead — Prospects may not yet show active interest

• Assumed to be part of active pipeline when they’re not

• Sometimes pursued too aggressively before signals are there

When It Applies

Used in BD and Growth targeting. A Prospect becomes a Lead when some signal of interest or engagement is received.

Related Terms

Lead: A Lead is active; a Prospect may be passive.

Opportunity: An Opportunity is qualified and active; a Prospect is potential.

Common Questions

Q: If we meet an exec at a conference, are they a Prospect?

A: Yes, if they fit our ICP, even if they haven’t expressed interest yet.

Q: Should Prospects be included in pipeline tracking?

A: Not in active pipeline — but they should be logged for targeting but not counted as active pipeline until they move to Lead.

Example

“They’re a top Prospect in the financial sector — let’s track interactions and nurture when the time’s right.”

Audience Guidance

Internal term. With clients, we do not use 'Prospect' — we focus on relationship-building language.

Pursuit

Definition:

The active phase of working to win an engagement. Pursuit begins when we deliberately choose to invest time and resources to go after a qualified Opportunity with a defined scope of work or specific ask — typically after internal alignment. It includes team coordination, positioning, solutioning, proposal development, and client engagement.

The decision and coordinated effort to win an opportunity.

Common Misunderstandings

• Confused with Opportunity

• Sometimes used too early (before internal alignment)

• Unclear when it formally starts or ends

When It Applies

Begins after internal alignment across Growth, Account, and Solutions. Ends when client decision is made or we step back.

Related Terms

Opportunity: Pursuit is the active effort to win the Opportunity.

Solutioning: The process of designing the work that Lexico would do if we win

Proposal: Proposal is one part of Pursuit.

Lead: Leads come before qualified Opportunity and Pursuit.

Common Questions

Q: If we’re preparing slides for a client conversation, are we in Pursuit?

A: If we’ve formally aligned to Pursuit, yes. If still vetting fit or client readiness, no — we are still in Opportunity phase.

Q: Who triggers a Pursuit?

A: Growth, Account, and Solutions leads — aligned decision to move forward.

Example

“We're clear on their ask now — let’s kick off a Pursuit and assemble the right team.”

Audience Guidance

Internal term. Externally, we say we're developing a proposal, shaping a solution, or exploring next steps.

Q

Qualified

Definition:

Lexico shorthand for whether a lead or opportunity appears worth pursuing — based on our internal logic of RWA (Ready, Willing, Able). ‘Qualified’ means we see potential and have enough information to invest attention — not that a deal is guaranteed.

Common Misunderstandings

• Assumed to mean we’re guaranteed to win the work

• Treated as binary when it’s often fluid and based on evolving signals

When It Applies

Used when moving from Lead → Opportunity and evaluated again before Pursuit.

Related Terms

Lead, Opportunity, RWA, Pursuit

Common Questions

Q: Is someone 'qualified' after a first meeting?

A: Not always — we need enough fit, timing, and authority signals.

Q: What makes something 'qualified'?

A: RWA logic — based on observed signals, not just interest.

Example

“They’re not quite qualified yet — let’s keep the conversation warm and reassess after next quarter.”

Audience Guidance

Internal term. With clients, we focus on mutual fit, timing, and readiness — not on the word 'qualified.'

Quarterback

Definition:

The person or body of work that leads and drives progress in any initiative, ensuring momentum, alignment, and execution. The Quarterback 'calls the plays' — coordinating across those involved to keep things moving.

Common Misunderstandings

• Confused with Account Lead or Solutions Lead roles

• Assumed to be a title rather than a temporary role

• Unclear when the QB handoff should happen after initiiative ends

When It Applies

Discussed and clarified at the start of initiative. Role ends when it concludes. Can be for internal process, project work, etc.

Related Terms

Account Lead, Solutions Lead, Pursuit

Common Questions

Q: Can the Account Lead or Solutions Lead also be Quarterback?

A: Yes — if they have capacity and alignment. Often operations, enablement, or a formal PM serves as QB.

Q: When should we assign a Quarterback?

A: At the formal start of a process or initiative — it should be clear who is driving.

Example

“This one’s moving — who will Quarterback and kick off the Pursuit plan?”

Audience Guidance

Internal and informal. Externally, we describe this role by what they’re doing (e.g., 'leading the proposal effort').

R

Right-Fit

Definition:

Lexico’s core principle for aligning our work, people, and approach to the true context of the client. Right-Fit means we customize based on need, not just repeat what’s been done before — whether in solution design, team formation, or delivery rhythm.

Common Misunderstandings

• Treated as branding language, rather than a strategic design choice

• Assumed to mean 'custom for the sake of custom' — it’s about aligned fit, not novelty

When It Applies

Embedded throughout Pursuit, Solutioning, and Delivery. Often the lens we use when evaluating fit at any stage.

Related Terms

Solutioning, Experience, RWA, Scoping

Common Questions

Q: What makes something Right-Fit?

A: It’s tailored to what matters most in this client’s context — not just a tweak.

Q: Is Right-Fit a delivery principle?

A: It’s broader — Right-Fit shapes team, tone, methods, scope, and more.

Example

“Let’s adjust the cadence — weekly may not be right-fit for their bandwidth or leadership style.”

Audience Guidance

Use confidently — many clients resonate with the idea of Right-Fit if it’s framed as thoughtful customization, not extra cost.

RWA (Ready, Willing & Able)

Definition:

Lexico’s internal logic for evaluating whether a lead or opportunity appears qualified and worth investing in. We assess: Are they Ready (timing, clarity of need)? Willing (engaged, open to working with us)? Able (authority, budget, organizational readiness)? RWA is not a fixed checklist — it’s a shared judgment that evolves as we learn more through conversations and signals.

Common Misunderstandings

• Misinterpreted as Lexico’s internal readiness (RWA is about the client, not us)

• Treated as a binary decision when it's usually progressive and evolving

• Seen as a one-time evaluation instead of a living assessment

When It Applies

Used during Lead and Opportunity phases to evaluate fit before Pursuit. Once RWA signals are strong, the conversation becomes more intentional, solutioning begins, and the opportunity often moves into formal Pursuit planning.

Related Terms

Pursuit: RWA is the decision gate before Pursuit.

Opportunity: We apply RWA to Opportunities we are considering pursuing.

Common Questions

Q: Is RWA a checklist?

A: No — it's a set of signals we interpret together based on the situation.

Q: When does RWA matter?

A: During pre-Pursuit stages — it helps us decide when to lean in or pause.

Q: Is RWA a one-time decision?  

A: No — we revisit it often as we learn more and engage deeper.

Q: What changes once RWA signals are strong?  

A: The team leans in — we elevate internal visibility, shift from exploratory to intentional, and begin early solution shaping.

Q: Can a client seem interested but still not be RWA?  

A: Yes — they might not yet have alignment, authority, or real urgency.

Q: Can RWA change mid-conversation?

A: Yes — we’re always updating our view based on what we hear and see.

Example

“They’re showing some urgency and have the right stakeholders involved— do we think we have enough info about their RWA to call this a qualified opportunity?"

Audience Guidance

Internal term only. Externally, we describe this as assessing fit, timing, or where they are in their thinking — never use 'RWA' language directly.

S

Scoping

Definition:

The process of defining what Lexico will do in an engagement — including the workstreams, level of effort, timing, and team. Scoping translates solutioning into tangible delivery terms.

Common Misunderstandings

• Confused with Solutioning (which is broader)

• Assumed to mean only pricing or effort

• Sometimes skipped or rushed in fast-moving pursuits

When It Applies

Occurs during the final phases of Pursuit and revisited at Engagement kickoff if needed.

Related Terms

Solutioning, Pricing, Approach, Statement of Work

Common Questions

Q: Who owns Scoping?

A: Solutions Lead typically drives it with support from SMEs and Delivery.

Q: Is Scoping final?

A: No — but it should be stable enough to guide team formation and expectations.

Example

“We need to finalize scoping by Friday to draft the proposal and align on advisors.”

Audience Guidance

Use with care in client settings — explain it as defining the work, not 'locking down the price'.

SME

Definition:

A SME is a functional label applied to Advisors who bring deep, specialized expertise in a specific domain (e.g., cybersecurity, CX, M&A readiness). It’s not a separate role—all SMEs are Advisors—but this label is used to identify the unique value they bring to a particular engagement. SMEs contribute targeted content, insight, or technical delivery but are not responsible for full delivery or relationship management.

Common Misunderstandings

• Mistaken as a standalone role or title

• Expected to manage projects or clients (which is not their function)

• Confused with Advisors more broadly, when in fact it's a subset

When It Applies

Typically engaged during Pursuit (for solution shaping) and Delivery (for expert contribution within a defined scope).

Related Terms

Advisor: Advisors are consultants or project team members in general. SMEs contribute direct expertise and deliverables.

Delivery Lead: SMEs support Delivery Lead but do not own delivery leadership.

Common Questions

Q: Is every Advisor an SME?

A: No — only those with a defined area of deep specialization.

Q: Can SMEs be client-facing?

A: Yes, when their expertise enhances the engagement and they’re positioned/prepped appropriately.

Example

“Our SME in digital operations will help validate the playbook structure before it goes to the client.”

Audience Guidance

Externally, we refer to them as specialists or experts in a specific area — not as 'SMEs' unless the client uses it themselves.

Solutioning

Definition:

The collaborative process of designing what Lexico would do for a client — shaping the approach, scope, outcomes, experience, and team. It’s not just about what we’ll deliver, but how we show up in a way that’s right-fit for this specific context.

Common Misunderstandings

• Confused with proposal writing — the proposal captures, but doesn’t replace, the thinking. Solutioning happens before and informs the proposal.

• Treated as a BD task, when it’s a cross-functional process

• Unclear where it ends (often continues into early delivery)

When It Applies

Begins during Pursuit and continues through proposal and early delivery setup. May evolve as we learn more from the client.

Related Terms

Pursuit: Solutioning is a key activity within Pursuit.

Proposal: Proposal captures the output of Solutioning.

Scope: Scope is one component of Solutioning — Solutioning is broader (approach, experience, outcomes).

Common Questions

Q: If we’re brainstorming approaches, is that Solutioning?

A: Early thinking, yes — but formal Solutioning starts when we shape a concrete approach to propose.

Q: Who leads Solutioning?

A: Solutions/Experience lead is accountable; it is a collaborative effort with BD, Account, and SMEs as needed.

Q: What’s the goal of Solutioning?

A: Crafting a solution that’s both effective and aligned with who we are as a firm.

Example

“Let’s hold a Solutioning session to align on our engagement model and experience.”

Audience Guidance

Internal term. With clients, we talk about shaping the approach, aligning on the solution, or designing the engagement.

T

Talent

Definition:

The people who deliver Lexico’s work — including internal team members and external advisors from our network. Talent is central to our model and shaped intentionally for each engagement to ensure Right-Fit.

Common Misunderstandings

• Assumed to mean HR or recruiting only

• Overlooked in solution design — when the who is just as critical as the what

• Confused with Partner firms — Talent refers to individuals, not companies

When It Applies

Talent is identified and aligned during Solutioning and Scoping, and engaged formally at the start of Delivery.

Related Terms

Advisor, SME, Right-Fit, Fulfillment

Common Questions

Q: Is Talent the same as staff?

A: No — it includes our broader network, often curated per project.

Q: Who selects Talent for a project?

A: Solutions Lead typically proposes, with input from Enablement or Partner teams.

Example

“We need Talent with deep change experience in healthcare — let’s search the network this week.”

Audience Guidance

Use internally and with partners. With clients, describe the team or advisors — not 'Talent' as a label.

Transformation

Definition:

A significant shift in how an organization operates, delivers value, or shows up in the world. Lexico helps clients lead through transformation by clarifying direction, enabling execution, and building internal capability — not just delivering outputs.

Common Misunderstandings

• Treated as a buzzword

• Assumed to mean tech-only or process-only change

• Underestimated in terms of cultural, behavioral, and leadership shifts

When It Applies

Transformation is often the backdrop or objective of our engagements — influencing how we frame, scope, and deliver the work.

Related Terms

Change, Enablement, Strategy, Roadmap, Operating Model

Common Questions

Q: Is every Lexico project a transformation?

A: No — but many are part of broader transformations.

Q: How do we support transformation?

A: By designing Right-Fit solutions, aligning people, and making the path real.

Example

“Their transformation isn’t just tech — it’s about how every team makes decisions and collaborates.”

Audience Guidance

Use intentionally. Clients are often mid-transformation already — we position ourselves as helping them *make it real.*