OUR SERVICES
Experience management, right-sized.
For businesses too small to justify a full-time Head of Experience, but too serious about growth to ignore how customers and employees experience them.
01 —
Entry point
XM Diagnostic
A fast, low-commitment audit of current CX and EX practice. Find where experience is breaking down — and what to do next.
2–3 WEEKS
01 / Kickoff & scoping
Stakeholder interviews and a current-state inventory of CX/EX practices and data.
02 / Evidence gathering
Review existing NPS, CSAT and eNPS data, or design a rapid pulse. Walk through the journeys that matter.
03 / Findings & scoring
A scored diagnostic against the XeniaXM maturity model, prioritised by impact and effort.
04 / Leadership readout
A findings deck presented to leadership, with a practical roadmap into Project or Fractional work.
02 —
Defined scope
Project XM
Fixed-scope, fixed-fee modules. Each can be bought individually or bundled. Every engagement includes a governance handoff so your team can sustain the work.
Journey mapping
End-to-end mapping of a customer or employee journey. Identify pain points and prioritise the moments that matter.
3–4 WEEKS
Listening programme design
Voice-of-Customer and Voice-of-Employee survey architecture, feedback loops and the cadence to turn feedback into action.
3–5 WEEKS
Engagement measurement
NPS, CSAT and eNPS instrumentation, sector benchmarking, and a reporting rhythm leadership will actually use.
3–4 WEEKS
Experience governance
Ownership, escalation paths and decision rights for acting on experience data. The structure that keeps a programme alive after the consultant leaves.
2–3 WEEKS
03 —
Embedded leadership
Fractional Head of XM
Strategy, programme oversight, executive reporting and coaching your team toward eventual ownership. Capability built to outlast the engagement.
Core
1 day / week
For your first structured XM programme. Strategic direction more than execution hours.
Growth
2 days / week
Build CX and EX programmes in parallel, or prepare for a board- or investor-level readout.
Scale
3–4 days / week
For multi-location retail, complex B2B sales or regulated service delivery. Experience as a growth lever.
Minimum 3-month initial term. All tiers include monthly leadership reporting and quarterly executive readouts.
04 —
Recurring support
Support, when you need it.
Quarterly pulse reporting. Executive readouts. On-call advisory. For clients between engagements, or maintaining a programme independently.
05 —
Questions
Questions, answered.
Still not sure where to begin? A short call usually settles it.