approach

Greg Parrott | The X-Mentor

Joy’s Law: “Most of the smartest people work for someone else.”

What It Means: Harnessing dispersed external knowledge fuels innovation by transcending organizational boundaries and tapping into intelligence that no single entity can monopolize.

What To Do: Tap The X-Mentor to leverage the “outside knowledge” you need to solve problems and innovate .

Greg Parrott, Founder of The X-Mentor

Greg Parrott, founder of The X-Mentor, combines proven enterprise discipline with agile startup innovation to unlock transformative customer experiences. With over 20 years of strategic leadership advising global enterprises such as Microsoft and IBM, Greg provides high-impact consulting designed specifically for executive leaders focused on turning customer experience into measurable business growth.

  • Lean Model: Operates with a streamlined footprint powered by advanced Cloud, Data, and AI technology.

  • Growth Strategy: Evolving in lockstep with cutting-edge predictive AI customer insights that drive measurable business outcomes.

  • Scalable for the Future: Built to scale efficiently in a market increasingly shaped by AI-driven transformation.

mission

To help Executive Decision Makers accelerate growth by Managing Customer Experiences like a Business.

value

How XPM Creates Value for Customers and Businesses

  1. Journey-centric Operations: The customer journey aligns more deeply with customer needs and goals.

  2. Journey Analytics & Orchestration: Real-time customer insights reveal predictive and actionable behaviors that drive higher goal completion.

  3. Journey Economics: Financial clarity enables leaders to facilitate value-based conversations, pull levers, and manage cost and profitability in real-time.

Benefit: Gain real-time clarity to drive faster, smarter decisions that impact what matters most—now.

GROWTH | PROFITABILITY | INNOVATION

Industries

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Solutions

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Experience

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Innovation

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Industries * Solutions * Experience * Innovation *

Financial Services

Cloud and AI strategies that redefine customer relationships by aligning with individual financial goals.

  • Banking

  • Insurance

  • Investors

Retail & Consumer Goods

Smart AI Strategies that handles the boring stuff and makes shopping feel effortless and enjoyable.

  • Data & Automation

  • Customization

  • Personal Marketplaces

Technology

Technology Strategies for modernizing human experiences and answers the question: “What should we build together?

  • Technology Business Management

  • New Product Strategies

  • Digital Transformation

Innovation

Envisioning Human-Computer interactions in the AI age.

  • New Business Cases and Monetization

  • Personalized Use Cases and Experiential Metrics

  • Transformation Roadmaps and Feature Sets

Research & Insights

Discovery, Customer Needs, Jobs To Be Done, Methods.

  • Market Research

  • Customer & User Research

  • Technology & Product Research

Healthcare

Hyper-personalized care that reshapes modern healthcare by centering on each patient’s unique needs.

  • Providers

  • Payors

  • Health Systems

Education

Personalized educational frameworks designed to meet the evolving demands of a digitally-driven world.

  • Equitable Access

  • Digital Learning Tools

  • Dynamic Course Composition

Telecommunications

AI strategies that elevate customer experiences and empower a connected, digital workforce.

  • Blended (AI & Human) communications

  • Optimized teamwork and connectivity

  • Enhanced collaboration and productivity

Value Consulting

Create New Customer-Business Value Exchange.

  • Functional and Economic drivers and benefits

  • Experiential Value and Customer Journey Analytics

  • Symbolic Value and Brand-based Values

XPM Experience Performance Management

Manage Customer and User Experiences like a Business.

  • Establish Journey-centric Design Operations

  • Enable Journey Analytics and Journey Orchestration

  • Manage Profitability through Journey Economics

Make shift happen

About Greg

journey

THE VISION: Bridging Branding & User Experience

Pioneered HyperBranding™, shifting marketing from mass broadcast to personalized digital interactions.

FIRST CLIENT: Apple Computer

Launched HyperBranding™ with Apple, pioneering interactive branding experiences.

MICROSOFT: Global Customer Support Redesign

Redesigned Microsoft's Global Customer Support System, opening doors to the Microsoft Business Intelligence Group.

MICROSOFT: Business Intelligence Group

Contributed to the development of a Corporate Performance Management solution, discovering the link between customer experience and financial performance.

MICROSOFT 365: Experience Performance Management

Developed the first Experience Performance Management dashboard for Office 365's SaaS Go-To-Market strategy, connecting experience metrics with operational outcomes.

APPTIO: Technology Business Management

Contributed to the development of a new business category (TBM) that enabled Cost Transparency, Financial Planning, Variable Spend. $1 Trillion IT spend under management.

IBM: Head of CX & UX Performance

Introduced CX & UX Performance Management Practice to IBM Cloud, Data & AI Division. Managed CX & UX Process Improvement across the portfolio by working with cross-functional leadership teams on User Adoption, Journey Analytics, Customer Value, Retention.

OUTSYSTEMS: Sr. Principal CX Strategist

CX & UX Strategist driving customer-centric transformation, accelerating value delivery with AI-powered experiences for low-code application modernization.

THE X-MENTOR: Editor & Publisher, X-Economics™

Created the leading publication on design's business impact, reaching 1M+ professionals monthly. Introduced X-Economics™, turning CX & UX journeys into measurable business outcomes in The Age of AI.

impact

HyperBranding™

Transformed interactive design into Branded Interactive Experiences for The Information Age, including:

  • Apple E-WORLD: Launched the first global online community for Kids. Led to rapid adoption of Macintosh brand over PC for young adults.

  • Encyclopedia Britannica CD: Out-sold every product in their category by 2X, won multiple Design Awards.

  • CVS: The first online pharmacy, outflanking VC funded initiatives, #1 online pharmacy in the United States.

  • Wells Fargo Home Mortgage: Branded website outperformed all major players in their market.

MICROSOFT: Office 365 GTM

  • Grew Office 365 subscriber base to 4.4m users in 1 QTR, leading to Office 365 annual revenue of $2.5B.

  • Increased Office 365 Subscription Sharing >3x.

  • Fastest growth of any product in Microsoft’s history.

  • Office Division became top Microsoft revenue source.

  • Outflanked Google Docs to lead Productivity market.

  • Office 365 (now Microsoft 365) remains top productivity suite in the market.

IBM: Cloud, Data & AI Division

  • Cloud Division achieved a 12-point increase in their overall NPS over a period of one year.

  • IBM CFO reports “very healthy acceleration in cloud key growth area.” Exceeding analysts’ expectations.

  • IBM Hybrid Cloud saw biggest sales increase in 10-years, Stock jumped 7.5%, $16.7B in sales.

  • IBM acquired APPTIO in 2023.

XM Consulting: Low-Code, No-Code Market Impact

  • Fusion Teams can “compose” their own software.

  • BUs are using generative AI and prebuilt software component catalogs to reduce app redundancy.

  • Accelerated Time-to-Value, from months-to-minutes.

  • #1 Gartner Enterprise Low-Code Application Platform.

XPM (Experience Performance Management)

  • Leading The Value-to-Customer Conversation.

  • Achieving Journey Management Maturity.

  • Ensuring Businesses Stay Competitive.