manage experiences
l i k e a b u s i n e s s
Hi, I’m Greg
CUSTOMER EXPERIENCE MANAGEMENT
Sustainable growth starts with one decision: CHANGE NOW—or risk becoming irrelevant.
I work with CEOs and executive teams to turn customer experience into profitable growth and lasting competitive edge. I quickly surface the disconnects dragging down performance, then help realign operations to deliver customer value that drives billions in business impact.
Make Customer Experience Pay
WHY: Customer experience strategies drive real value for customers, and return measurable impact for the business.
WHAT: Leading the shift from legacy operations to seamless, modern customer journeys and connected value networks.
HOW: AI and Digital innovation to create personalized experiences. Helping customers achieve their goals faster and more completely.
xPM Insights
Don't Steer Your Ship by Looking at the Wake.
The key isn’t in looking back at lagging data—it’s in leveraging leading metrics and real-time insights to make smarter, faster decisions.
X-Mentor testimonials
“That’s where the business case for CX has to go. I tell people that tying customer experience to revenue at the company level is a sexy story at best. But the real work happens at a journey level.” Read more.
Maxie Schmidt
Vice President, Principal Analyst at Forrester Research.
“Technology should adapt to humans. Humans shouldn’t adapt to technology. The underlying driver has to be people.” Read more.
Jakob Nielsen
Usability pioneer, author, and Co-founder of NN/g.
“This is the Holy Grail of where CX needs to go. We start to understand which human emotions lead to what level of profitability. Now you can have a conversation with your CFO.” Read more.
Trent Rossini
Co-Founder and Managing Director at InQuba.
XPM Services
X-Design Ops
Stage-1: Establish Journey-centric Design Operations and Experiential Metrics
Track what truly matters. Experiential Metrics measure real-time emotions, perceptions, and behaviors that are the leading indicators of business success.
Benefit: Shift to a Journey-centric Model.
X-analytics
Stage-2: Enable Journey Analytics and Journey Orchestration
Systematically analyze customer interactions across all journey touchpoints. Deliver personalized nudges to ensure the right value elements are communicated to customers.
Benefit: Guide more Customers to their Goal.
X-economics
Stage-3: Manage Cost and Profitability through Journey Economics.
Access cost, profitability, and outcomes at each touchpoint. Activate business levers and optimized experiences to improve both customer value and business results.
Benefit: Connect CX Investments to Profits.
the XPM origin story
EXPERIENCE PERFORMANCE MANAGEMENT
It all begins with an idea to connect strategic branding with user experience on the internet. HyperBranding™ was the worlds first interactive branding service. It focused on designing user experiences, shifting from mass "broadcast" branding to personalized, one-to-one interactions online. I pioneered Interactive Branding, with Apple Computer as my first client.
Microsoft became a client, starting with a complete redesign of their Global Customer Support System. This led to an opportunity to join Bill Gates' new initiative to develop a Corporate Performance Management solution for the Microsoft Business Intelligence Group. It was my first insight into the link between customer experience and financial performance. Later, I created and managed the first Experience Performance Management dashboard for Microsoft Office 365 SaaS GTM.
Today, connecting Experiential and Financial data within the customer journey is possible—once unimaginable 20 years ago. Journey Economics is set to redefine the economic value of Customer Experience Design.
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