# Turn Customer Experience Management (CXM) into a Competitive Advantage

**Source**: https://cambridgeservicealliance.eng.cam.ac.uk/Business/Consulting/turn-customer-experience-management-cxm-competitive-advantage
**Parent**: https://cambridgeservicealliance.eng.cam.ac.uk/

# Apply our research-backed CXMi framework to transform your CX Strategy....

## What is the CX-centric Framework?

The **CXMi framework** provides a research-based methodology to operationalize customer experience management (CXM) and transform your organization into a **CX-centric business**. Unlike traditional approaches that start from scratch, CXMi begins by **appraising your current stage of CX maturity** and mapping a practical route toward your aspirational stage.

Our novel **ACM framework** (Attitudes, Capabilities, Methods) breaks transformation into 45 actionable “smaller details”. These smaller yet vital details enable leaders to shift from being product-led to **experience-led**, combining human and AI intelligence to craft customer journey value streams that deliver both business value and customer advocacy.

## What value does CXMi deliver?

•    **Research shows that CX-centricity delivers 30% higher stakeholder returns** compared to product-centricity

•    **Your business can see an increase in share of wallet** where you apply data-driven design to CXM

•    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

By engaging with CXMi, your team gains a **tailored blueprint and executable implementation plan** that connects your CX strategy, CX design and CX technology capability to deliver impact from small and meaningful changes at the front line to long-term CX-centric adoption within your enterprise.

## How long does it take and how to begin?

Our CXMi engagement is designed to be **deep and expert led**. In 8-12 weeks, we will deliver a CXMi blueprint tailored to you context with:

•    Stakeholders aligned with business objectives and value drivers, ensuring shared commitment to CX transformation

•    ACM backlog defined and prioritized laying the foundation for focused and effective CX roadmap and initiatives

•    Understand the extent of intelligence adoption (human + AI) and the various phases, enablers of AI in your business

•    Integrated CXM architecture that can support the implementation, delivery and transition to the TO-BE aspirational view of the business

•    Prioritized and actionable roadmap sequence created, enabling efficient allocation of resources and effort to CX journey value stream

•    Governance model for CX sponsorship, collaborations, partnerships and accountability for long term operationalization of CXM

•    Tangible Recommendations with Executable pathways developed, delivering a practical and scalable approach to CX transformation

•    Leverage an AI adoption strategy that suits your business context that relies of orthogonal human validation

From there, we move into **continued independent advice and governance to enable forward and backward traceability of outcomes to actions.**

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## Ready to transform?

Begin with a short self-assessment to see your CXMi stage and start your journey toward CX-centricity.

Self-Assess your CXMi maturity in minutes by [clicking here for the self-assessment form](https://tally.so/r/3xqdME)

- Answer 9 questions
- See your CXMi stage instantly and
- Receive a report with pathways to change based on your stage

## Related Links

[Self Assessment Form](https://tally.so/r/3xqdME)