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

  • From Feedback to Action: Closing the Loop in Real-Time

    In today’s fast-paced business environment, collecting customer feedback is only half the battle. The real challenge—and opportunity—lies in how quickly and effectively organisations can turn that feedback into meaningful action. This concept, known as “closing the feedback loop,” has evolved from a periodic review process to a real-time imperative. Why Real-Time Matters The traditional approach…

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  • How to Design a Powerful Voice of the Customer Programme

    In today’s customer-centric business landscape, understanding your customers’ needs, preferences, and pain points is crucial for sustainable growth. A well-designed Voice of the Customer (VoC) programme can provide invaluable insights that drive meaningful improvements across your organisation. Here’s how to create an effective VoC programme that delivers measurable results. Start with Clear Objectives Before launching…

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  • Beyond Sticky Notes: How to Create Journey Maps That Drive Real Change

    In the world of customer experience, journey maps have become ubiquitous. Yet a troubling pattern emerges when we look beyond their colourful sticky notes and elegant visualizations: many journey maps fail to drive meaningful organizational change. Our new video “The Journey Mapping Masterclass: Building CX Blueprints That Drive Real Change” addresses this exact challenge. In…

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  • NPS Decoded: Transforming Customer Feedback into Strategic Growth

    In today’s experience-driven marketplace, collecting customer feedback is table stakes. Yet there’s a profound difference between companies that merely measure Net Promoter Score and those that leverage it as a strategic growth engine. Our new video “NPS Decoded: How to Turn Customer Feedback into Actionable Growth Strategies” addresses this exact challenge. In this comprehensive guide,…

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  • Why CX Belongs in Every Department, Not Just Customer Service

    The Evolution of Customer Experience: A Company-Wide Responsibility Gone are the days when customer experience (CX) was solely the responsibility of customer service representatives. In today’s hyperconnected business landscape, CX has evolved into a crucial strategic initiative that demands attention from every corner of an organisation. Let’s explore why this shift is essential and how…

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