Your fastest growth channel is the customers you already have.
XQ helps growing businesses turn customers into raving fans. AI takes over the cognition, so your people can focus on the connection.
Growth is stretching your team thin.
More customers means more questions, more tickets, more pressure. Hiring a bigger team isn't the only answer. And while your team is busy keeping up, the customers who would happily refer you get a rushed, reactive experience.
The fastest, cheapest way to grow is through the customers you already have.
The XQ framework
Make CX the heart of your business.
XQ stands for Experience Quotient. It measures one thing: is customer experience the heart of your business? It rests on two pillars. AI takes over the cognition. People focus on the connection.
Cognition
AI takes the load
Connection
People create the moments
Or answer the questions
2.0
XQ / 10Starting
Cognition 2.0
Connection 2.0
Balanced. The next step is lifting both together.
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Approach
How it works
One focused engagement. We start where it matters most, then give you a clear menu of what comes next.
- 1
Assess
Find where capacity or connection is breaking across your customer journey.
- 2
Build
Put the right AI foundation in place to take routine work off your team.
- 3
Create moments
Design the rituals that turn customers into advocates.
- 4
Hand over
Train your team and leave a clear roadmap. No dependency on us.
Proof
What this looks like in practice
From leading customer experience at a fast-growing B2B software company.
0%
year-on-year growth, driven mainly by referrals
0%
of support volume handled by AI, with a roadmap to 60%
0
award-winning experiences, recognised in Australia and internationally
Recognition
- Speaker, CX Showcase
- Speaker, Rethinking CX in the Age of AI
- Author, The Future of Human Intelligence
- Built a first AI agent in 2016
The book
The Future of Human Intelligence
How to Thrive in the Age of AI
AI will split businesses in two. Those that use it only to cut costs, and those that use it to create capacity for meaningful human work. The book introduces XQ, the Experience Quotient, and the thinking behind this practice.
- Why efficiency alone is a race to the bottom
- How AI creates capacity for human connection
- What it takes to make experience the heart of a business
About
Who you'll work with
Omer Khan, Founder
Omer has spent his career using business as a force for good. He founded his first startup, Smart Giving, in 2013, built his first AI agent at Intuit in 2016, and has led customer experience, success and transformation at fast-growing software companies since.
Most recently he led client experience at a fast-growing B2B software company, where AI took over 40% of support volume and the team used the time to create moments clients still talk about. He believes AI should create capacity for people, not replace them.
You work with Omer directly. No hand-offs to juniors.
Your best customers are ready to talk about you.
Let's give them a reason.
30 minutes. No pitch, no pressure.