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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Why Your Sales Team Keeps Missing Target—and How CX Can Help Fix It
It’s easy to blame the sales team when revenue targets are missed. But what if the real problem isn’t how they sell—but what they know? Sales teams often work in environments where they’re handed leads, playbooks, and product materials built on outdated assumptions. And when deals stall or go cold, the solution is usually “try…
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Why Your Most Expensive Channel Might Be the One Customers Hate the Most
Businesses often pour millions into a particular channel—maybe it’s the call centre, maybe it’s an app, maybe it’s a custom-built web portal. It’s seen as strategic, scalable, and sophisticated. But here’s the problem: just because you love it, doesn’t mean your customers do. Channel Bias: The Hidden Cost of Internal Thinking Too many organisations design…
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Linking CX Metrics to Financial Outcomes
In today’s competitive business landscape, organisations increasingly recognise that superior customer experience (CX) drives financial performance. However, demonstrating this connection clearly and convincingly to stakeholders remains a persistent challenge. Let\’s explore how to effectively link CX metrics to financial outcomes and prove the value of customer-centric initiatives. Understanding the Connection The relationship between CX metrics…
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How to Calculate CX ROI That Executives Will Respect
Demonstrating the return on investment (ROI) for customer experience initiatives can be challenging, yet it’s crucial for securing executive buy-in and continued support. Here’s a comprehensive guide to calculating CX ROI in a way that resonates with senior leadership. Start with Hard Numbers The foundation of any respected ROI calculation begins with concrete metrics. Focus…
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How to Calculate CX ROI That Executives Will Respect
Calculating the Return on Investment (ROI) for Customer Experience (CX) initiatives can be challenging, yet it’s crucial for gaining executive buy-in. Here’s a comprehensive guide to demonstrating CX value in a way that resonates with your leadership team. Start with the Right Metrics The foundation of a respected CX ROI calculation lies in choosing metrics…