Apply our research-backed CXMi framework to transform your CX Strategy....

What is the CX-centric Framework?

The CXMi framework provides a research-based methodology to operationalize customer experience management (CXM) and transform your organization into a CX-centric business. Unlike traditional approaches that start from scratch, CXMi begins by appraising your current stage of CX maturity and mapping a practical route toward your aspirational stage.

Our novel ACM framework (Attitudes, Capabilities, Methods) breaks transformation into 45 actionable “smaller details”. These smaller yet vital details enable leaders to shift from being product-led to experience-led, combining human and AI intelligence to craft customer journey value streams that deliver both business value and customer advocacy.

What value does CXMi deliver?

•    Research shows that CX-centricity delivers 30% higher stakeholder returns compared to product-centricity

•    Your business can see an increase in share of wallet where you apply data-driven design to CXM

•    With CXMi you can situate your business on a clear 5-stage discrete model (siloed → reactive → cohesive → data-enabled → culture-driven) to guide a roadmap and tailored pathway

By engaging with CXMi, your team gains a tailored blueprint and executable implementation plan that connects your CX strategy, CX design and CX technology capability to deliver impact from small and meaningful changes at the front line to long-term CX-centric adoption within your enterprise.

How long does it take and how to begin?

Our CXMi engagement is designed to be deep and expert led. In 8-12 weeks, we will deliver a CXMi blueprint tailored to you context with:

•    Stakeholders aligned with business objectives and value drivers, ensuring shared commitment to CX transformation

•    ACM backlog defined and prioritized laying the foundation for focused and effective CX roadmap and initiatives

•    Understand the extent of intelligence adoption (human + AI) and the various phases, enablers of AI in your business

•    Integrated CXM architecture that can support the implementation, delivery and transition to the TO-BE aspirational view of the business

•    Prioritized and actionable roadmap sequence created, enabling efficient allocation of resources and effort to CX journey value stream

•    Governance model for CX sponsorship, collaborations, partnerships and accountability for long term operationalization of CXM

•    Tangible Recommendations with Executable pathways developed, delivering a practical and scalable approach to CX transformation

•    Leverage an AI adoption strategy that suits your business context that relies of orthogonal human validation

From there, we move into continued independent advice and governance to enable forward and backward traceability of outcomes to actions.

Ready to transform?

Begin with a short self-assessment to see your CXMi stage and start your journey toward CX-centricity.

Self-Assess your CXMi maturity in minutes by clicking here for the self-assessment form 

• Answer 9 questions
• See your CXMi stage instantly and 
• Receive a report with pathways to change based on your stage