CxC Matrix Workbook: The Essential Guide to Customer Value Growth and Customer Worthy Certification
Unlock the blueprint for customer-centric success with the CXC Matrix Workbook—the practical, actionable companion for executives, managers, innovators, and teams determined to drive measurable growth from every customer interaction.
This workbook demystifies the Customer Worthy Value Formula and gives you step-by-step methods to visualize, monetize, analyze, prioritize and operationalize every customer contact across your company, partners, and channels.
Leveraging the acclaimed CxC Matrix framework, you’ll learn how to choreograph each customer interaction as a “recipe” that matches customer profiles, objectives, and life stages with your company’s technology, mission, and allowable investment—maximizing predicted lifetime value at every turn.
Experience Matrix Workbook
Simple Guides for Every Department: Sales, marketing, product, service, IT, finance, and more—each gets clear, actionable instructions for boosting customer value.
Holistic, Cross-Departmental Approach: Break down silos and align strategy, tactics, offers, creative, cost, and expected revenue per interaction—across the entire customer journey.
30, 60, 90-Day & 1–3 Year Roadmaps: Achievable exercises and templates let you plot quick wins and long-term strategies for sustainable growth.
Customer Value Formula & Visualization Tools: See and share the full customer journey, identify friction points, and uncover hidden opportunities.
Monetization & Analysis Frameworks: Assign value to every interaction, sequence, and offer—then use data-driven predictions to optimize for maximum lifetime value.
Programming & Choreographing Interactions: Learn to “code” your customer experience—matching customer objectives and preferences to your company’s capabilities and mission, channel by channel.
Certification Readiness: Exclusive insights and exercises to prepare you for the Customer Worthy Certification, the industry’s benchmark for CX mastery.
