AI-Agents Will Not Replace Humans — They’ll Redefine Participation
AI isn’t replacing humans in service delivery — it’s changing how we collaborate. Learn how to design shared control between AI-agents and people.
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Turn Customer Experience into a Competitive Advantage
Apply our research-backed framework balancing Human + Artificial Intelligence to transform your CX operations.
CX-Centric Strategy
Blueprint your CX-centric strategy using our ACM framework.
AI-Human Collaboration
Enable AI-human collaboration in your customer journey value streams.
Operational CX Intelligence
Move beyond measurements like NPS to operational CX intelligence.
How the Assessment Works?
Answer 9 Questions
See Your CXMi Stage Instantly
Receive a Report With Pathways to Change Based on Your Stage
Why It Matters?
CX-centricity delivers 30% higher stakeholder returns compared to product-centricity
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
Your business can see an increase in share of wallet where you apply data-driven design to CXM
The ACM Framework
With our ACM framework, break down CXM into smaller details across three building blocks—Attitudes, Capabilities, and Methods—that rewire how your organisation thinks, builds, and works.
From Assessment to Action
1. Self-assessment
Instant stage result and key pointers.
2. Deep Discovery
Qualitative analysis across journeys.
3. CXM Blueprinting
Prioritized roadmap & ACM backlog.
4. Implementation & Coaching
Governance, playbooks, enablement.
5. Continuous Improvement & Audit
Traceability from outcomes to actions.
1. Self-assessment
Instant stage result and key pointers.
1
2. Deep Discovery
Qualitative analysis across journeys.
2
3. CXM Blueprinting
Prioritized roadmap & ACM backlog.
3
4. Implementation & Coaching
Governance, playbooks, enablement.
4
5. Continuous Improvement & Audit
Traceability from outcomes to actions.
5
Resources
CX Transformation Is Not a Greenfield Project
CX transformation doesn't start on a blank page. Discover why understanding your current CXM stage is the foundation of sustainable change.
Read more
Operationalising Customer Experience — The Missing Link in CX Strategy
Many firms measure CX but few manage it. Learn how the ACM framework turns customer-experience strategy into everyday operational discipline.
Read more
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