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Total Customer Engineering: Design, Measure, and Optimize Every Customer Interaction with the 90 Cell CxC Matrix and AI - Brossura
Sinossi
Most companies are losing money on every customer interaction.
They just don't know it yet.
Customer experience has been measured in surveys, scores, and
sentiment for decades. None of it tells you what a single customer
interaction is actually worth — or what it costs when it goes wrong.
Customer Worthy: Total Customer Engineering changes that.
Author Michael R. Hoffman introduces the CxC Matrix — a
90-cell framework mapping 15 customer lifecycle stages across
6 interaction channels — and for the first time gives executives
a financial engineering tool to measure, optimize, and monetize every
customer contact at the individual level.
This is not another customer service book. This is the operating
system for the Interaction Economy.
What You Will Build
- A contact-level P&L for every customer interaction
across your organization - An AI-integrated customer lifecycle strategy using the
Customer Experience Algorithm (CEA) - A revenue optimization engine powered by the
VMAO cycle — Visualize, Monetize, Analyze, Optimize - A measurable framework spanning Physical, Digital, Hybrid,
and Synthetic customer channels - A transformation roadmap drawn from a real-world
$14.2 million revenue recovery engagement
Who This Book Is For
- Chief Experience Officers and Chief Customer Officers
ready to speak the language of the CFO - Chief Digital Officers and Chief AI Officers integrating
AI across the customer lifecycle - Management consultants building data-driven CX practices
- CRM strategists, marketing leaders, and transformation
executives who need results, not frameworks that gather dust
Proven at Scale
The CxC Matrix has been deployed across financial services,
retail, healthcare, and nonprofit sectors. A single engagement
applying the framework recovered $14.2 million in mortgage
servicing revenue — not through headcount or technology
spend, but through systematic contact-level engineering.
The Original Customer Worthy Has Been Downloaded 500,000+ Times
Recognized by the Journal of Marketing and adopted by
CX practitioners worldwide, the Customer Worthy framework has
defined a generation of customer strategy. Total Customer
Engineering is the complete, AI-era edition — rebuilt for
the executive challenges of today.
Every interaction earns. Every contact counts.
This is Total Customer Engineering.
Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.
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Total Customer Engineering (Paperback)
Print on DemandDa: Grand Eagle Retail, Bensenville, IL, U.S.A.
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Paperback. Condizione: new. Paperback. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Codice articolo 9798995222637
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Total Customer Engineering (Paperback)
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Paperback. Condizione: new. Paperback. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. Codice articolo 9798995222637
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Paperback. Condizione: new. Paperback. The definitive framework for designing, measuring, and optimizing every customer interaction - now fully rebuilt for the age of artificial intelligence. Customer Worthy: Total Customer Engineering is the comprehensive expansion of Michael R. Hoffman's foundational work, first published in 2010 and downloaded more than 500,000 times. Recognized by the Journal of Marketing, the original CxC Matrix framework transformed how executives think about customer experience. This edition reimagines it entirely for the AI-driven, sensor-saturated economy of today. At the core of Total Customer Engineering is the CxC Matrix 3.0 - a 90-cell accountability grid mapping 15 customer lifecycle stages across 6 interaction channels, with 9 treatment objectives applied to every cell. The result: 810 measurable accountability points that give organizations the precision to engineer customer experience the way they engineer any other business system - with defined inputs, tracked outputs, and financial consequences attached to every decision. What this book delivers: The complete CxC Matrix 3.0 architecture - updated for omnichannel, AI-assisted, and automated interaction environmentsThe Customer Sensor Mesh - a framework for capturing behavioral signals across every touchpoint before customers articulate their needsThe VMAO Cycle (Value, Measure, Analyze, Optimize) - a repeatable system for converting interaction data into revenue-protecting decisionsContact-level P&L methodology - tools for assigning financial accountability to individual customer interactions, not just aggregate satisfaction scoresThe Femtosecond Economy model - understanding why AI has compressed response windows to the point where anticipatory design is no longer optionalThe Nine Objectives framework - ensuring every customer interaction achieves measurable business purpose, not just task completionAI integration guidance - where automation creates value, where it destroys it, and how to design the boundary between them Total Customer Engineering is written for Chief Customer Officers, Chief Experience Officers, Chief Digital Officers, VPs of Customer Success, and any executive responsible for the financial performance of customer relationships. It is equally essential for consultants, business school faculty, and strategists building the capability to compete in an economy where the customer's next move is already being predicted - and the only question is whether your organization is predicting it first. Hoffman draws on decades of senior leadership in financial services, digital transformation, and customer strategy - including roles at BNY Mellon, Guidehouse, and DoubleClick/Google - to deliver a framework that is both theoretically rigorous and operationally deployable. Every model in the book has been tested in practice. Every metric has a business case attached. This is not a book about customer satisfaction. It is a book about customer engineering - the discipline of making every interaction count, every channel perform, and every AI deployment serve the customer rather than evade them. For organizations ready to move from measuring customer experience to engineering it. The AI-era playbook for customer experience. The CxC Matrix 3.0 maps 810 accountability points across every interaction, channel, and lifecycle stage - giving executives the tools to engineer customer relationships, not just measure them. This item is printed on demand. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability. Codice articolo 9798995222637
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Total Customer Engineering : Design, Measure and Optimize Every Customer Interaction with The 90 Cell CxC Matrix and AI: Design
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