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

  • Measuring What Matters: Beyond NPS and CSAT

    In today’s customer-centric business landscape, organisations often rely heavily on Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics to gauge their customer experience performance. While these measurements provide valuable insights, they only tell part of the story. To truly understand and improve customer experience, businesses need to look beyond these traditional metrics. The Limitations…

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  • Why Net Promoter Score (NPS) Alone Isn’t Enough

    The Limitations of Net Promoter Score: Why Your CX Strategy Needs More When it comes to measuring customer experience, Net Promoter Score (NPS) has long been considered the gold standard. However, relying solely on NPS can leave significant blind spots in your customer experience strategy. Let’s explore why a more comprehensive approach is essential for…

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  • Forget NPS! These 5 CX Metrics Expose the REAL Customer Truth

    In the world of customer experience, measurement is simultaneously the most important and most frustrating aspect of the discipline. While 93% of organizations track customer metrics, only a small fraction successfully connect these measurements to tangible business outcomes. Our new video “Forget NPS! These 5 CX Metrics Expose the REAL Customer Truth” addresses this exact…

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  • Survey Fatigue is Real—What to Do Instead

    When was the last time you enthusiastically completed a customer survey? If you’re like most people, you probably can’t remember—or worse, you actively avoid them. Survey fatigue is a growing concern in the customer experience landscape, and it’s time we addressed the elephant in the room: traditional surveys are losing their effectiveness. The Survey Saturation…

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  • The Hidden Power of Passive Feedback Channels

    In today’s hyper-connected world, businesses are constantly seeking ways to better understand their customers. While active feedback methods like surveys and interviews remain valuable, there’s an often-overlooked goldmine of information lying in passive feedback channels. These indirect sources of customer sentiment can provide authentic, unfiltered insights that traditional methods might miss. Understanding Passive Feedback Passive…

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