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Welcome to the Revolution
We’ve created a new discipline that goes beyond surveys, satisfaction scores, and experience management. It’s called Experience Improvement, or as we like to call it: XI.
Invest in Improvement
Why do experiences—and business results—fail to improve? It’s because most companies are in a perpetual state of reaction. Replying to complaints instead of taking action to reduce them. Responding to preferences instead of anticipating them. Managing experiences instead of focusing on improving them.
So, get to know your customers. Humanise them. Humanise yourself. It’s worth it.”
Kristin Smaby
The XI Difference
A Unique Combination
Experience Improvement from Pearl-Plaza is a unique combination of comprehensive data, modern technology, and human expertise that helps executives—and the companies they lead—recognise the power and value of customer experience and employee fulfillment.
That’s why we built Pearl-Plaza. That’s why our mission is XI.
Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with Pearl-Plaza to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”
Tyler Saxey, Director Customer Experience, Foot Locker
Experience Improvement Resources
XI Delivers Business Success
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Human
When did we become numbers, cases, scores? It’s time to make business human again.
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Solve for X
How do you make the complex—simple? How do you solve for X?
Experience Improvement
Technology & Services Built for XI
Ready to learn how our innovative technology and services can improve experiences for your customers and employees?
Built for Enterprise Improvement
Built Around Human Behaviour
Built to Enable Customer and Employee Experience Improvement
See ROI in Half the Time
Pearl-Plaza’s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!
