Customer Resourcing

Our organization is looking to evaluate what the experience should like for the various segments of customers ie high, medium, low and digital touch. I am struggling with how to format this conversation and curious if others have developed tools or templates to guide the conversation? I will have leaders from all the various functions, AE, ARM, CSM. TAM and want to make the best use of their time, keep everyone on track to the goal. I would love to see tools that others have used, best practices or bits of wisdom on how to be most successful with this.