CXi® is a customer experience and satisfaction insights solution. It helps you move from fragmented CX metrics to clear, decision-ready direction.
Most CX programs measure experience.
CXi is designed to help you decide and act.
CXi brings customer experience into one unified decision lens, combining four critical dimensions:
Together, they provide a holistic view of customer sentiment and loyalty. CXi® helps you turn customer experience data into clear decisions that improve retention, loyalty, and long-term value.
CXi helps you:
CXi maps customers into loyalty-based segments so you can:
We help brands uncover the motivations, behaviors, and moments that shape consumer decisions so you can build better products and stay ahead of shifting consumer expectations.
We work with the brands and ensure they stay ahead of the competition, not just as a provider but also as a partner. Our success stories are a testimony to our commitment.
A leading E-commerce company sought Borderless Access’ collaboration in taking a deep dive into insights from sellers, advertisers, AWS stakeholders and driver partners
A major food tech company sought Borderless Access’ partnership in getting a profound understanding of the snacking market in South Africa
A telecom company keen to transform its brand outlook contacted Borderless Access to improve the customer experience. The company wanted to move
We use advanced analytics, algorithms and models to extract insights from diverse data sources and customer satisfaction survey results. For example, our Driver Maps utilize Shapley’s regression to pinpoint crucial aspects shaping CXi for the brand or service, mapping them against performance for a nuanced understanding. Further, our customer experience research shapes future business strategies and initiatives, ensuring improved engagement and impactful outcomes.
CXi goes beyond indexes like NPS. We offer a comprehensive 360-degree perspective in customer experience research. This includes offering analysis of customer motivations, evaluating key drivers and providing loyalty segmentation for in-depth insights.
In addition to conventional metrics like C-SAT and advocacy scores, CXi considers other vital parameters. These include the customer’s perception of the brand’s competitive advantage over others and their intention to repurchase, emphasizing a comprehensive evaluation of customer experience.
NPS and CSAT are useful but limited—they typically measure one dimension, such as likelihood to recommend or immediate satisfaction. CXi, on the other hand, integrates four critical metrics: Performance, Advocacy, Reconsideration, and Competitive Advantage. This delivers a holistic, 360-degree view of customer experience by capturing both emotional and behavioral aspects.
Such extensive customer satisfaction research not only measures what customers feel about your brand but also how they act on it—whether they stay loyal, switch, or advocate. For business leaders, this makes CXi a more strategic, actionable framework than standalone metrics.
CXi is future-focused. It reveals the current state of your brand or services including the underlying reasons and the competitive advantage. Beyond that, CXi offers a forward-looking perspective, guiding brands or services on the necessary steps to enhance their growth. What makes CXi powerful is its individual-centric approach. By honing in on core customers and specific sub-segments, it goes beyond generic insights, providing a nuanced understanding that is important for strategic decision-making.
CXi is designed in a way to highlight not just what is most attractive about your brand’s experience touchpoint also reinforce continuous improvement where financial impact of customer dissatisfaction can be critical. Our clients have articulated this aspect of CXi’s deliverables as the unique winning point of our solution.
In addition to conventional metrics like C-SAT and advocacy scores, CXi considers other vital parameters. These include the customer’s perception of the brand’s competitive advantage over others and their intention to repurchase, emphasizing a comprehensive evaluation of customer experience.
CXi moves beyond tracking to focus on business outcomes. By identifying the most critical drivers of customer perception, our B2B customer experience surveys show where investments in service design, communication, or process improvement will deliver the highest returns. Instead of spreading resources thin, leaders can prioritize areas with the greatest impact on loyalty and repurchase. It also uncovers customer segments most likely to switch or advocate, allowing for targeted action. In this way, CXi ensures that CX investments are strategically aligned, cost-efficient, and directly linked to increased customer lifetime value and profitability.
Talk to our team about how CXi can help you prioritise actions, strengthen loyalty, and drive sustainable growth.
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