CX Strategic Knowledge · CX Methods
Strategic frameworks
Untrained staff cannot skip to creating research. Bloom's Taxonomy says remember and understand come first.
Four frameworks for organizational CX maturity: the 11 Pillars Survey for tracking customer-centricity over time, the Delta CX Governance Model for democratization experiments, Bloom's Taxonomy applied to CX training, and the Inclusive Toolkit spectrum of disability.
The 11 Pillars Survey is a cross-functional, anonymous, periodic assessment for Product, Engineering, and CX/UX teams. Run it over time and you get comparable customer-centricity scores, not a one-off snapshot. The Delta CX Governance Model pairs with it: any experiment in democratizing specialized CX work must be monitored against success criteria and standards.
Bloom's Taxonomy explains why democratization so often fails. Non-CX staff cannot jump straight to creating original research work without first mastering remembering and understanding the foundational concepts. Skipping levels produces confident, unqualified output.
The Inclusive Toolkit spectrum widens who accessibility is for: disabilities are permanent, temporary, or situational. A person with one arm and a person carrying a laptop bag face the same interaction problem. Design for the spectrum and everyone benefits.
Apply this
Reading about strategic frameworks is one thing. Seeing where it applies in your journey is the useful part.