Resources

XI Digital Media

  • Why Your Customers Hate You – eBook (coming soon) – A practical, no-fluff guide that reveals the real reasons businesses lose customer loyalty — and gives clear, actionable strategies to fix the hidden flaws driving them away
  • NPS Action Planning Template – Convert NPS feedback into prioritised actions that drive measurable business growth
  • CX Journey Mapping Blueprint – Journey mapping is a powerful strategic tool that transforms customer understanding into measurable business change
  • CX Metric Selection Toolkit – Identify and implement the optimal CX metrics that connect directly to business outcomes

XI Thought Leadership

  • Why CX Starts with EX: Connecting the Dots

    In today’s competitive business landscape, organisations are increasingly recognising that exceptional customer experience (CX) isn’t created in isolation—it’s intrinsically linked to employee experience (EX). The simple truth is that satisfied, engaged employees are more likely to deliver outstanding customer service. Let’s explore why investing in your team’s experience is the foundation of superior customer experience.…

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  • The Difference Between Journey Mapping and Process Mapping

    While both journey mapping and process mapping are valuable tools in business improvement, they serve distinctly different purposes and offer unique insights. Let’s dive into what sets these two mapping techniques apart and why understanding their differences matters for your organisation. The Fundamental Distinction Journey mapping focuses on the customer’s emotional and experiential journey while…

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  • Combining Journey Maps with Empathy Maps for Deeper Insights

    In today’s customer-centric business landscape, organisations are constantly seeking ways to better understand and serve their customers. While journey mapping and empathy mapping are powerful tools individually, combining them creates a synergistic approach that delivers unprecedented insights into customer behaviour and emotions. The Foundation: Understanding Both Maps Journey maps track customer interactions across touchpoints, illustrating…

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  • How to Prioritise Journey Improvements for Maximum Impact

    In today’s competitive business landscape, organisations are constantly seeking ways to enhance their customer experience. However, with limited resources and numerous potential improvements to consider, knowing where to focus your efforts becomes crucial. Here’s a strategic approach to prioritising journey improvements for maximum impact. Start with Data-Driven Insights Before diving into improvements, gather comprehensive data…

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  • The £5 Fix That Prevents a £50 Failure

    The £5 Fix That Prevents a £50 Failure Sometimes, the difference between a smooth customer experience and a service disaster is a £5 intervention. A well-timed email. A clearer FAQ. A pre-emptive nudge. Too many organisations spend heavily on recovery—callbacks, discounts, goodwill gestures—when the real win lies in small, preventative experience design. The Hidden ROI…

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