Many companies and organizations jump on the CX bandwagon without truly understanding what makes an experience meaningful to customers or employees. Others are frustrated with their results using decades-old metrics such as Net Promoter Score (NPS) to measure loyalty in a world of ever-rapid change.

Customer satisfaction alone is a transitory metric, while meaningful experiences (MX), executed well, leave a lasting impression. Your future depends on designing and aligning around MX.

nextMX can help you make the shift now.

The meaningful experiences alliance

Customer satisfaction alone is a transitory metric, while meaningful experiences (MX), executed well, leave a lasting impression. Your future depends on designing and aligning around MX.

nextMX can help you make the shift now.

nextMX creates end-to-end experiences that matter, linking performance measures to shared value creation for your brand and organization.

Focusing on MX is a strategy that can unify all parts of an organization in a concerted effort to elevate CX.

According to Forrester Research, nearly 40% of CX professionals cite lack of cooperation across their organization as a key challenge when it comes to improving CX. Even companies with a robust measurement system in place find it insufficient if their teams don’t understand: 1) what the metrics are telling them and 2) what actions to take in order to effect change.

The bottom line – delivering data to silos impedes an end-to-end view of the experience, thereby minimizing the impacts that the best Customer Feedback Management (CFM) programs can have on CX.

Focusing on MX is a strategy that can unify all parts of an organization in a concerted effort to elevate CX.

The bottom line – delivering data to silos impedes an end-to-end view of the experience, thereby minimizing the impacts that the best Customer Feedback Management (CFM) programs can have on CX.

The bottom line – delivering data to silos impedes an end-to-end view of the experience, thereby minimizing the impacts that the best Customer Feedback Management (CFM) programs can have on CX transformation.

We know that every organization has its own strengths and challenges. Templated solutions serve the consultancy, not the client. That’s why we tailor solutions to your specific needs.

To better identify what those needs might be, ask yourself these questions:

1.) Are you clear on your employee-and-customers’ jobs-to-be-done and the kind of experiences they desire?

2.) Are you able to prioritize necessary actions – and execute against them – in order to achieve organizational ROI related to your customer and employee experience investment? Do you have strong governance and integrated company reporting?

3.) Are experience and data design core skills supported in your organization by an enterprise-wide design capability?

4.) Do you understand how the experiences you deliver link to customer value and, ultimately, organizational ROI?

5.) Is your internal culture facilitating or inhibiting a successful MX strategy?

nextMX is the answer. Our unified approach and single-project plan help you prioritize moments that matter and align collaboratively to deliver future-focused MX for the long-term success of your brand.

Three companies, one project plan
We are an alliance of thought leaders, data scientists and creative problem solvers who work together to deliver leading-edge strategy, breakthrough experiences and exceptional engagement. At nextMX, we connect brand, product, customer, employee and operational data, then sift for relevance and prioritize experience touchpoints that have the most influence with your customers. This thorough process results in action that accelerates change.

Stone Mantel guides organizations through the design and development of holistic experiences, with thought leadership, and best-in-class qualitative and design thinking research.

Spawn Ideas uses deep customer understanding to connect with your customers and employees through media, content, and other engagement solutions, delivering fresh ideas and superior outcomes.

ALA Consulting optimizes every aspect of X by aligning your organization around key metrics, guiding quantitative, and creating a roadmap for experience management.

An end-to-end offering for customer centricity and employee engagement.

Find out how nextMX can help.

An end-to-end offering for customer centricity and employee engagement

Find out how nextMX can help.

The meaningful experiences alliance

STONE MANTEL

SPAWN IDEAS

ALA CONSULTING