Customer Experience

Convert intuition into quantitative understanding of what matters to customers and turbocharge customer-led growth

Turbocharge your Customer flywheel to deliver higher repeats, retention and referral!

You’ll be in good company

“xto10x changed my personal thought process on customer experience quite a bit. One of the key impacts was the process of analysing NPS quantitatively. A lot of organisations struggle with NPS and look at it in qualitative silos. This exercise puts us on the right track.”
Aveek Nandi

Head of product, Yulu

Our approach to customer experience

We build on the deep operating experience of our team at Flipkart, Cure.Fit, Ola etc. Our 5-step framework helps you identify areas for improvement, and we partner with you to build fundamental capabilities to create a "10x" customer experience.

We help you build a “10x” Customer flywheel - starting with measurement science to converting data into insights, setting up the org and culture, all the way to defining the right objectives and key results (OKRs) and the resource allocation to get them done.

Measurement

Map out the relevant touchpoints and measure the right things at each one

Attribution

Model impact of experience drivers on NPS. Quantify the impact of NPS on business.

Strategy & design

Make informed choices on what we want our CX to stand for

Execution roadmap

Define the "whats" and "hows" of reactive and proactive improvement programs

Setup & culture

Aligning & energizing the org behind CX

Product-market fingerprint

Inside-out & outside-In analysis

Measurement
Map out the relevant touchpoints and measure the right things at each one
Attribution
Model impact of experience drivers on NPS & quantify the impact of NPS on business
Resource allocation
Define 3-year out financial goals and broad levers to get there
Resource allocation
Define 3-year out financial goals and broad levers to get there
Strategy & design
Make informed choices on what you want CX to stand for
Execution roadmap
Define the "whats" and "hows" of reactive & proactive improvement programs
Resource allocation
Define 3-year out financial goals and broad levers to get there
Resource allocation
Define 3-year out financial goals and broad levers to get there
Setup & culture
Align & energise the org behind CX
How we partner with you
Measure the experience
We help you arrive at what matters most to your customers and establish what to measure at which stage of the customer journey.
Attribution
Once measurement stabilises and data starts flowing in, we help your team uncover insights about what drives experience and what the business value of experience is.
Strategy & design
Measurement and attribution help establish a good baseline of where you are on what matters to your customers. Equipped with that knowledge, we work with your team to articulate your customer experience "edge" for different personas and touchpoints.
Execution roadmap
Based on strategy & design, we then go on to define an improvement roadmap covering hygiene, differentiation and service recovery elements.
Setup & culture
Once the “how to” of customer experience has been established in the first four steps, the most important ingredients of success are creating the right org setup, embedding strong rituals and aligning the entire company behind them.
Let's talk about what we can do for your business

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