manage experiences
l i k e a b u s i n e s s
Hi, I’m Greg
At The X-Mentor we collaborate with your CFO and transformation teams to turn customer experience into measurable financial gains.
We call this Managing Experiences like a Business.
Unlike Survey-Dependent Journey Management, we give organizations real-time emotional and behavioral customer insights that drive faster, smarter decisions, and more predictable business outcomes.
The Result: Businesses unlock billions by helping customers achieve goals faster, delivering more value with less waste.
brands & clients
Measurable growth for some of the most successful brands in the world.
xPM Insights
Stop Steering Your Ship by Looking at the Wake.
Steer Your Business Toward the Horizon.
Co-create Leading Experiential Metrics.
Shift to Insightful, Purpose-driven Reporting.
Avoid "Score Begging” and “Gaming the System” Behaviors.
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.
“Greg was instrumental in translating design’s impact into business metrics that mattered.
In so doing, he’s become a leading thinker in how we must evolve from trailing indicators like revenue and NPS, and move toward leading indicators of what to build and how those things are working for customers.” Read more.
Phil Gilbert
Former General Manager of Design at IBM and author of Irresistible Change: A Blueprint for Earning Buy-in and Breakout Success.
“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.
Proprietary Service offerings
Advisory
Change: Innovation-driven Growth
Thought Leadership via The X-Mentor
Strategic Change & Driving Adoption
Overcoming Complacency
Creating Urgency
Leading Durable Change
Research
Measure: The Customer & User Journey.
Digital Customer Journey Mapping
Deep Journey Analytics
Journey Orchestration
Market Research & Analytics
Traditional Mixed Methods
Management
Optimize: Revenue, Cost and Profitability.
Customer Journey Management
Journey Economics
XPM AI-driven Experience Management
Customer Value & Business Value
Process & Practice Change
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 in the Age of AI.
Greg Parrott, Founder of The X-Mentor
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