“experiences drive all economic behavior.”

x-economics

X-Economics™ links customer experience directly to financial performance in the journey context—transforming CX into a strategic lever for profitability, efficiency, and growth. By treating customer experience design as a strategic investment with measurable ROI, businesses can achieve new business value and long-term relevance.

Benefit: Journey Economics provides early indicators of profitability, empowering leaders to “pull levers” that optimize customer journeys, reduce friction, and unlock greater customer and business value. Predictively.

XPM Maturity Stage-3: X-Economics™ and Value Conversations

X-Economics™ focuses on understanding the financial dynamics of customer journeys. This approach analyzes costs, profitability, and outcomes at each journey milestone, aligning CX investments with financial metrics.

Value Conversations: This data-driven approach facilitates Customer Value conversations with CFOs, enabling an Experience Business Leader to demonstrate how their experience outcomes directly drive financial outcomes and align with broader business growth goals that matter most to the business.

Businesses can use X-Economics™ to:

  • Evaluate Economic Impact. Analyze individual customer interactions, gain clear insights into the financial impact of customer-centric strategies, improve overall business outcomes.

  • Align customer experience (CX) investments. Track financial impact metrics, empowering data-driven decisions that enhance both customer satisfaction and business profitability.

  • Identify indicators of profitability. Cut cost within the customer journey, support proactive optimization of experience outcomes, use business levers to steer strategy shifts.

  • Engage in data-backed discussions. Demonstrate connections between experience outcomes and revenue growth to your CFO, use Experiential metrics aligned to operational outcomes.

  • Address friction points. Discover CX & UX issues that impact financial performance, take corrective actions to improve business results by increasing Value-to-Customer.

  • Deliver timely, relevant messaging. (a la, Journey Orchestration), deploy the right value elements to customers, communicate effectively, meet specific customer needs in the moment.

  • 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.