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
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When the Funnel Breaks: Fix the Journey, Not Just the Metrics
Your marketing funnel might look good in theory. But if customers are abandoning it in practice, you don’t need more traffic—you need less friction. Too many businesses focus on the top of the funnel: awareness, reach, and click-through rates. But conversions aren’t lost at the start—they’re lost when the experience doesn’t deliver. The Most Common…
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How to Use AI Without Dehumanising the Customer Experience
In today’s digital age, artificial intelligence has become an integral part of customer experience (CX) strategies. However, the challenge lies in leveraging AI’s capabilities while maintaining the human touch that customers value. Here’s how organisations can strike the perfect balance. Understanding AI’s Role in Customer Experience AI technology offers numerous advantages in customer service: 24/7…
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The Best CX Tech Stack for a Mid-Sized Business in 2025
In today’s rapidly evolving business landscape, mid-sized companies must carefully construct their customer experience (CX) technology stack to remain competitive whilst managing costs effectively. As we look ahead to 2025, here’s a comprehensive guide to building the optimal CX tech stack that balances sophistication with practicality. Core Components for Success 1. Omnichannel Communication PlatformThe foundation…
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The Upsell Trap: Why More Offers Can Damage Customer Relationships
The Upsell Trap: Why More Offers Can Damage Customer Relationships More offers don’t automatically mean more revenue. In fact, when done poorly, upselling can backfire—eroding trust, damaging the customer relationship, and even leading to churn. We’ve all been there: you buy a product or service, and immediately the emails start rolling in—“Upgrade now,” “Add this,”…
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How Great CX Generates Better Leads—Before Marketing Even Gets Involved
Marketing budgets are stretched. Campaign performance is plateauing. But what if your best-performing leads were already walking through the door—without a single penny spent on ads? The secret? Exceptional customer experience (CX). When you consistently deliver positive, memorable experiences, your customers become your loudest advocates. They refer friends, leave glowing reviews, and vouch for you…