THE XENIAXM PERSPECTIVE
Insights
Perspectives on Customer and Employee Experience — practical thinking for leaders who want to measure what matters.
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Latest thinking
CX + EX
Six experience lessons every business can borrow from great retailers
Harry Rosen, Uniqlo, Lululemon and Toronto’s own Good Neighbour sell very different things. Underneath, they share six experience habits that any business can use, shop floor or not.
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Measurement
Your NPS score is a thermometer, not a diagnosis
A single number tells you something is wrong. It rarely tells you what, where, or what to do next.
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CX + EX
Your customers can feel how your people are treated
Customer experience and employee experience are usually managed apart. Customers don’t experience them that way.
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Strategy
What a right-sized experience programme actually looks like
Enterprise CX programmes are built for enterprise budgets. Here’s what the essentials look like for a growing business.
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