What We Do
XPMatters provides full-service experience management solutions defined by our expertise in retail and location-based businesses.
Experience Strategy
“Tactics without strategy is noise before defeat.” – Sun Tzu
XPMatters can help you understand where you are today, where you are going and how to get there. We’ll help you map out the ideal experience for your employees and customers, taking into account unique needs of different customers and employees. We recognize change can be hard and alignment is critical, so we work with our customers to gain organizational alignment and map out a path to successful implementation.
We’ll begin by assessing your organization’s experience maturity and defining an experience roadmap. This typically starts with understanding your customer’s journey as they experience your brand and can include help selecting an experience management vendor.
Implementation
“Ideas are easy. Implementation is hard.” – Guy Kawasaki
Standing up an experience management program requires expert knowledge. XPMatters helps you listen to your employees and customers at critical points in their journey while also integrating operational and behavioral data to provide important context to the feedback. We partner with you to ensure everyone from front-line employees to the CEO receive the insights they need to take action on the feedback.
Program Management
“An ounce of action is worth a ton of theory.” – Ralph Waldo Emerson
Once we have defined your experience journey and started down the path, XPMatters helps you make the vision a reality. We’ll establish metrics to set meaningful goals, drive adoption throughout your organization and help you leverage the insights to achieve business gains.
We work with you throughout the journey, executing on the strategy and plan while also nimbly adapting the plan to changes in the industry and your business. XPMatters focuses on managing your experience management program so you can run your business.
Insights Delivery
“We are surrounded by data, but starved for insights.” – Jay Baer
Turning data into insights is both art and science. It requires business knowledge and a technical analytics capability to make sense of the data. It is also critical to ensure the insights are actionable within the organization, allowing improvement to realize a business benefit.
We’ll identify the aspects of the experience journey that most correlate with business outcomes. Then, we’ll monitor your performance internally and against industry peers. We also provide custom analysis to understand how recent business changes impact the customer experience.