Value Proposition

In today’s competitive landscape, exceptional customer experience is the cornerstone of success as it builds lasting relationships, differentiates your brand, and drives strategic and sustainable growth. At XMscience, our CX solutions transform every interaction into personalized engagements. These interactions – built one following others – foster deep loyalty, boost customer interaction, and ultimately increase revenue and market share.

Experience Surveys

Measure and monitor satisfaction, purchase and repurchase intent, customer effort, customer care quality, emotional connection, problem resolution, and consumer engagement. 

Journey Mapping

Document, visualize and assess the complete customer journey, identifying critical moments of delight and drawbacks, capturing opportunities for impactful enhancements.

Net Promoter Score (NPS)

Leverage metrics to gauge customer loyalty and propensity to recommend, understand driving factors to create and execute strategy for long-term satisfaction, retention, and growth.

Consumer Segmentation

Tailor experiences to distinct customer segments by leveraging data insights, ensuring messaging and product and service offerings resonate on a personal and unique levels.

 CX Solutions

CX Success

Our success stories are a testament to the transformative power of our customized CX solutions for organizations across public, private, and government organization in various industries.

$12.4M

Projected incremental revenue increase improving eight CX areas for a global consumer packaged goods direct selling organization.

600%+

Return on investment (ROI) following implementation of a customized SaaS executive coaching development tool.

11%

Increase in NPS promoter category from consumers following a client service improvement training for a federal government organization.

Our Approach to CX

1. Discover the Need

In this foundational step, we align with key stakeholders to clearly articulate the challenge or opportunity at hand, establishing measurable research objectives and hypotheses. By gathering essential insights through client intake and defining preliminary logistics and deliverable expectations, we lay a robust framework that guides every subsequent phase of our research journey.

2. Chart the Course

In this critical phase, we craft a detailed roadmap that outlines every aspect of your research design. We establish clear timelines, define precision and analytic levels, and refine the research focus through an in-depth literature review and operationalization of key variables. This structured approach ensures data privacy and a robust conceptual framework, setting the stage for insightful and reliable outcomes.

3. Construct the Toolkit

In this phase, we assemble the essential building blocks for robust research. We identify key data sources, design precise instruments, and develop targeted messaging – all while ensuring compliance with corporate, legal, and brand standards. By evaluating potential validity threats, standardizing procedures, and establishing clear budgets and analytical strategies, we lay the groundwork for reliable, actionable insights.

4. Engage the Audience

In this step, we hone in on the ideal audience by identifying the target population and using rigorous power analysis to ensure statistical significance. We carefully design the sampling approach – whether probabilistic or non-probabilistic – and set up precise messaging for invitations and reminders, ensuring a representative and engaged sample for reliable insights.

5. Discover the Insights

In this phase, we collect and meticulously evaluate data, merging archival records with fresh field research. We clean, standardize, and rigorously assess the data – checking assumptions and analyzing distributions – to ensure that both descriptive and inferential analyses yield reliable insights. This thorough process sets the stage for uncovering actionable findings and addressing key research hypotheses with confidence.

6. Narrate the Impact

In this final step, we bring our research to life by crafting a compelling executive summary, detailed findings, and actionable recommendations that illuminate key insights. Our goal is to present a comprehensive narrative – from the research background to deidentified raw data and creative outputs – ensuring that our insights not only drive decision-making today but are also preserved for future reference and continuous engagement.

Curated Portfolio of CX Projects

Are You In?

Experience the transformative power of human-centered, data-driven CX approaches to elevating every customer interaction. Ready to turn insights into action and create delightful journeys for your customers? Connect with us today and let’s craft tailored solutions that drive loyalty, boost engagement, and fuel sustainable growth.

Unlock the blueprint for unforgettable experiences – the nexus where science meets innovation to elevate customers, employee, product, and brand experiences. Let us guide you in harnessing this power to propel your next breakthrough move for your business.

Solutions

Resources

Get In Touch

+1 (801) 260.2320
mark@XMscience.com
Vineyard, Utah USA