ABOUT GREG

leadership

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, innovate, and stay relevant.

Greg Parrott, Founder of The X-Mentor

Hi, I’m Greg Parrott, founder of The X-Mentor.

I’m the antidote to inertia, the invisible force that’s holding back progress. I’ve learned that the most successful businesses don’t mandate change, they inspire it.

  • Teams: The smallest unit of change, teams are key to transformation. They deliver the measurable business outcomes.

  • Change: Scaling team success requires operational and organizational reinforcement..

  • Outcomes: Business outcomes are driven by accountability and activities across the organization.

mission

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

value

How We Co-Create Value for Customers and Businesses

  1. Journey-centric Operations: Collaborate to align more deeply with customer needs and goals.

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

  3. Journey Economics: Connect financial outcomes directly to customer outcomes. Facilitate value-based conversations with your CFO. Take action: pull levers, and manage cost and profitability in real-time.

Benefit: Gain real-time clarity to drive faster, smarter decisions. Outflank competition. Grow Your Business.

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

View services

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.