Customer Worthy: Total Customer Engineering Design, Measure, and Optimize Every Customer Interaction with the 90-Cell CxC Matrix and AI
Most companies consciously manage only ~20 of their 90 possible customer touchpoints. The rest are happening anyway — quietly destroying millions in lifetime value, eroding trust, and accelerating churn.
The $132,000 receipt that cost one company everything. The seamless morning where 17 systems worked before Neil even woke up — and saved him $212 before his first cup of coffee.
In Customer Worthy: Total Customer Engineering, Michael R. Hoffman (creator of the CxC Matrix and author of the original 500,000+ reader bestseller Customer Worthy) delivers the complete operating system every leader needs in 2026 and beyond.
This is not another book about customer experience. This is the engineering manual that turns every interaction — from an $8.58 receipt to a $45,000 enterprise renewal — into measurable, predictable revenue.
What You’ll Master Inside
- The CxC Matrix 2.0 — the 15-stage × 6-channel, 90-cell framework that finally makes every customer contact visible, accountable, and monetizable
- The 9 Outcome Objectives that turn every single interaction into up to 9 strategic wins instead of one transaction
- Real-time behavioral measurement and the Customer Experience Algorithm that predicts churn months before it happens
- How to make AI your most powerful CX co-pilot — not a risk — with proactive, context-aware orchestration across physical, digital, and synthetic worlds
- Department-by-department playbooks so Marketing, Sales, Service, Finance, Operations, IT, and HR all speak the same language and win together
From the infamous “Dot’s nightmare” that destroyed $132,000 in value over a $900 dispute to Neil’s frictionless connected day, this book shows you exactly how to engineer experiences that feel like magic — and deliver compounding lifetime value.
Perfect for CXOs, Chief Customer Officers, Heads of Marketing, Sales, Service & Operations, Digital Transformation leaders, and consultants who refuse to accept mediocre customer experiences in the AI era.
Already used by leaders in financial services, healthcare, retail, SaaS, and enterprise to uncover $5M–$15M in hidden value hiding in the gaps between departments.
Includes instant bonuses with every purchase • CxC Matrix 2.0 templates & worksheets • AI Prompt Library for Customer Experience Engineers • Ready-to-use implementation roadmap
Stop leaving millions on the table in unmanaged interactions. Master the framework that turns customer experience from a cost center into one of your strongest competitive moats and revenue engines.
Total Customer Engineering Design, Measure and Optimize Every Customer Interacti
Stop flying blind with lagging financial indicators. Total Customer Engineering provides real-time customer intelligence that predicts revenue opportunities 90 days ahead of traditional metrics.
