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

  • Journey Mapping: The CFO’s Secret Weapon for Cost Control

    Journey Mapping: The CFO’s Secret Weapon for Cost Control Most finance leaders don’t think of customer journey mapping as a budgeting tool. But they should. Done right, journey mapping reveals where waste, duplication, and frustration hide. It shows where systems don’t talk, where processes break down, and where customers create unnecessary cost just by trying…

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  • Navigating Trust in Turbulent Times: The M&S Cyberattack Through a CX Lens

    Introduction: The Incident That Shook British Retail In April 2025, Marks & Spencer (M&S), a venerable institution in UK retail, faced a crisis that sent shockwaves across the industry. A sophisticated cyberattack compromised customer data, disrupted online ordering, and exposed a new frontier where cybersecurity and customer experience (CX) collide. The breach not only raised…

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  • The Complete Guide to Customer Journey Mapping: Understanding Your Customer’s Path

    Understanding how customers interact with your business is crucial for delivering exceptional experiences. Customer journey mapping provides a visual representation of every touchpoint between your customers and your organisation, helping you identify pain points and opportunities for improvement. Here’s a comprehensive guide to creating an effective customer journey map. Step 1: Define Your Objectives Before…

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  • Escalations Aren’t a People Problem—They’re a Process Problem

    When customers escalate, it’s tempting to blame the frontline agent: poor tone, bad attitude, weak training. But more often, they’re just the last stop in a broken experience. Escalations don’t start at the contact centre. They start with confusion, friction, or delay—and they build until the customer feels ignored, trapped, or undervalued. What’s Really Behind…

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  • How to Choose the Right CX Platform for Your Business

    In today’s customer-centric business landscape, choosing the right Customer Experience (CX) platform can make or break your organisation’s success. With numerous options available in the market, making an informed decision requires careful consideration of several crucial factors. Let’s explore how to select the ideal CX platform that aligns with your business objectives. Assess Your Business…

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