Expertise Matters
At XI: Experience Improved, the fusion of deep analytical expertise and powerful storytelling transforms customer insights into actionable strategies that deliver measurable impact. Whether designing predictive models, developing comprehensive CX programmes, embedding customer feedback into strategic planning, or crafting compelling website copy, XI remains focused on creating solutions that drive real value—for both businesses and their customers.
I’m Lawrence Telfer, a customer experience (CX) strategist and data-driven storyteller passionate about transforming businesses from the inside out. With a career dedicated to blending technical insights and creative problem-solving, I’ve partnered with organisations like BT to turn customer pain points into powerful opportunities for growth.
My Journey
With over two decades of experience in customer experience analytics and strategic leadership, I have built a career dedicated to transforming customer insights into tangible business value. Starting at T-Mobile, I honed my skills in contact centre management, deepening my understanding of customer experience through meticulous analysis of interactions and agent performance. My journey continued at EE, where I broadened my strategic influence, shaping high-level CX decisions and strategies.
At BT, I further elevated my impact, guiding enterprise-level CX initiatives across both consumer and business markets. My ability to distil complex datasets into actionable insights has consistently influenced key strategic decisions at executive and board levels. My pioneering contributions include the creation of predictive Net Promoter Score (NPS) models with exceptional accuracy (85-90%), successfully embedding advanced CX analytics into decision-making frameworks, and establishing sophisticated survey programmes in emerging sectors like gaming and consumer electronics.
Beyond analytics, I pride myself on being an inspirational leader skilled in team building, coaching, and stakeholder engagement. I have successfully developed high-performing teams from scratch, embedding innovative data science techniques such as automated machine learning for text analytics. My expertise also includes strategic negotiation and partnership management, notably demonstrated in managing dynamic, multi-million-pound contracts with global organisations such as Medallia. My professional journey is defined equally by compassionate and supportive leadership and a consistent track record of excellence.
My Expertise
Crafting Exceptional Experiences
Beyond the numbers and models, XI: Experience Improved prides itself on creating meaningful connections. Whether it’s mentoring teams, engaging stakeholders, or leading organizational change, the goal is to inspire collaboration and innovation at every step.
The Mission
Deliver innovative customer experience thought leadership and solutions that drives measurable business results.
