CX Strategic Knowledge · CX Methods
Strategic Frameworks
If you let anyone do research, govern the experiment. Democratization without standards is dilution.
Three frameworks that keep CX quality measurable: CXTM for scoring task friction on negative dimensions, the 11 Pillars Survey for organizational customer-centricity, and the Delta CX Governance Model for monitoring any democratization experiment.
CXTM measures task experience quantitatively using eight negative dimensions such as Confusing, Frustrating, and Too many steps. Asking what went wrong finds improvement opportunities that praise-seeking surveys miss. Scores run 0 to 100; higher means fewer negative experiences.
The 11 Pillars Survey is the cross-functional companion: it measures how customer-centric the organization is and exposes internal biases across teams.
The Delta CX Governance Model addresses the riskiest trend. When companies democratize specialized CX work, letting untrained staff run research or design, that experiment needs monitoring and assessment against defined standards. Without governance, dilution passes for empowerment until the quality collapse shows up in the product.
Apply this
Reading about strategic frameworks is one thing. Seeing where it applies in your journey is the useful part.