“value is a human perception.”

x-analytics

Journey Analytics and Orchestration provide the precision to proactively optimize experiences by transforming real-time customer insights into measurable business outcomes—unlike static journey maps that overlook behavioral complexity and drive friction and churn.

Experience Performance Management Benefit: Journey Analytics and Orchestration align teams around the end-to-end customer journey—translating personalized, real-time experiences into business value.

In a world where value is defined by human experiences, the ability to analyze the emotions and perceptions that shape customer decisions is key to driving economic outcomes.

XPM Maturity Stage-2: Journey Analytics and Orchestration

Journey Analytics: Involves analyzing customer interactions across every touchpoint of their end-to-end journey. By collecting and analyzing data from various sources, it helps understand customer behavior, identify pain points, optimize experiences, and, in some cases, calculate ROI based on the insights gathered that directly impact CX Drivers—statistically validated drivers of profitability.

  • Comprehensive Insight: Analyzes customer interactions across all touchpoints to understand behavior and improve experiences.

  • Analytics Types: Descriptive. Diagnostic. Predictive. Prescriptive.

  • Actionable Outcomes: Identifies pain points, prescribes optimizations, and calculates ROI based on data-driven insights impacting CX Drivers.

  • Data Integration: Combines diverse data sources for a holistic view of the customer journey, supporting informed decision-making at the journey-level and team-level.

Journey Orchestration: Enables real-time optimization and personalization of individual customer journeys. Using real-time insights, it takes targeted actions to resolve friction and guide customers toward their goals. By leveraging omnichannel technologies, it ensures seamless, consistent experiences across channels. Additionally, it integrates diverse data types to create a comprehensive customer view, enhancing cross-team communication and collaboration throughout the journey.

  • Real-Time Optimization: Personalizes and adjusts individual customer journeys in real-time to resolve friction and achieve goals.

  • Omnichannel Consistency: Delivers seamless, coherent experiences across all channels for a unified customer journey.

  • Holistic Customer View: Integrates diverse data types to enhance cross-team collaboration and ensure a holistic understanding of the customer journey (e.g., Dynamic journey maps).

  • I give B2B and B2C businesses access to a Senior Experience Management Expert without the need to commit to a full-time Executive hire.

    The X-Metric – The One that Matters Most to your C-Suite—$

    1. Higher Loyalty, Lower Cost, Improved Margin.

    2. Businesses typically see a 10X return on their CX investments.

    3. CX Leaders gain a 3% revenue advantage over CX Laggards.

    4. More profitable: Experiential and Symbolic value for customers.

    5. Keeping more customers increases NRR (Net Revenue Retention).

    6. Higher likelihood customers buy more services from your company.

    7. More meaningful to customers, I.e., Values-based.

    8. Increased Employee Engagement.

    9. Fewer silos across the organization.

    10. Improved Customer Experience.

  • Access to a network of globally distributed professionals who are highly skilled in executing your strategy.

    • Maximize XPM value with the right partners.

    • Expert teams to execute your projects.

    • A mix of diverse empowered team members make the biggest impact.

    • Your choice. Your team.

  • Let’s discuss your needs on our call.

    We match the right services for your needs and business objectives.

    Engagement Duration:

    3 months: XPM Kick-Starter Program.

    6-months: XPM Maturity Stage.

    1- year: XPM Excellence.

    Easily extend services to meet your evolving needs.

    • Pricing is transparent.

    • No surprises.

    • No pressure.

    • We’re easy to work with.

    • Your needs are our priority.

    • Your satisfaction is guaranteed.

    • Terms apply to the contract.

    Experience our service with confidence.

    • 30-day money-back guarantee.

    • Payments are due in advance of services.

  • Some services fall outside of our primary offerings.

    When this happens, you’ll be notified.

    Some examples include:

    • Project Management - tactical role that falls outside the strategic service offering.

    • Project Execution - tactical role that falls outside the strategic service offering.

    • Access - Typically only 2 contacts per project, additional access is negotiable for the broader organization.

    • Workshops - Getting everyone on the same page can be challenging. When the need arises, we can scope a separate workshop for alignment, education, or training.

    Terms apply to the contract.