CX Strategic Knowledge · CX Methods
Strategic frameworks
Measure tasks with negative dimensions. Praise-fishing surveys hide the problems you need to find.
Four frameworks for making customer-centricity measurable and governable: CXTM scores tasks against negative dimensions, the 11 Pillars survey audits the organization, Bloom's Taxonomy explains why novices cannot do research, and the Delta CX governance model keeps democratization experiments honest.
CXTM, Customer Experience Task Measurement, scores specific tasks from 0 to 100 against eight negative dimensions such as confusing and frustrating. The negative framing is deliberate. It finds improvement opportunities instead of fishing for praise.
The 11 Pillars survey is a periodic, cross-functional assessment for Product, Engineering, and CX teams. It measures organizational customer-centricity and surfaces internal biases, so the gap between how teams see themselves and how customers experience them becomes visible.
Bloom's Taxonomy explains why handing research to non-experts fails: original research is Create-level work, and you cannot do Create-level work without first mastering Remember and Understand. If democratization experiments happen anyway, the Delta CX governance model requires monitoring them against professional standards with clear success criteria.
Apply this
Reading about strategic frameworks is one thing. Seeing where it applies in your journey is the useful part.