Customer Experience (CX) is a well-established strategic priority, with many questions to consider if an organisation is to see the same level of growth achieved by CX champion brands.

  • What is the overall CX ambition and what strategy is needed to achieve it?
  • What type of relationship should be created and maintained with customers? What level of commitment is needed from them? Is the priority acquisition or churn reduction?
  • Which emotional levers will encourage attachment to the organisation and which segments should be targeted?
  • Which stages of the customer journey should be focused upon? Which interactions must be memorable to stimulate loyalty?

XPASS is the answer

XPASS goes beyond simple satisfaction and delivers a comprehensive toolkit for developing strong, sustainable customer relationships. Informed by years of research and development, this innovative new solution will maximise your CX return on investment.


A proven model grounded in Behavioural Science

Inspired by the work of behavioural scientists (Daniel Kahneman, the Heath brothers, Dan Ariely) XPASS identifies emotional levers to deliver memorable experiences – the ones that strengthen relationships.

We have measured it: customers who experience positive emotions with brands have significantly higher engagement than others!


An innovative package of diagnostics

The XPASS Emotional Activation Model reveals what makes you unique and best in class. This model is based on 8 emotional levers: 4 spices, EPIC, to elevate experiences :

and 4 hygiene factors, FREE, to generate trust, a basic requirement in customer relations :


New indicator, the Net Memory Score, extends further than established CX metrics by measuring the importance of memories and the emotional footprint left by your brand.


A customer-centric solution

XPASS includes a relationship segmentation so that you can adapt your CX strategy according to customer needs. You’ll know where to focus your energy and investment.


A modular approach

XPASS can be integrated within your existing satisfaction barometer to enhance existing KPIs or used as a stand-alone tool to complement your feedback management systems.

You want to know more about XPASS ?