Customer Experience Analytics
Two reference sheets on building a customer experience analytics function inside a large company: where an organization sits on the maturity path, and how the teams that climb it are put together.
I've spent most of my career inside big matrix organizations, watching customer experience data go from "the dashboard nobody opens" to the thing that steers the roadmap. These sheets are the two pictures I kept drawing on whiteboards to explain how that shift happens. They're written for executives who have to decide what to fund next, so they are short, printable, and deliberately opinionated.
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Stages of CX Operational Excellence
Five stages, from listening tools used only when Customer Service escalates, to CX insight with a standing seat at the executive table. Each stage is unlocked by one specific investment, and the sheet names it.
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CX Operating Model
Two teams, one dataset. CX Analytics runs the platforms as a shared service and answers what the business asks. CX SWAT mines those same platforms for dollar wins the business didn't know to ask for. How both are built, in what order, and who they serve.
Each sheet is laid out for US Letter, landscape. Print straight from the page, or take the PDF. Read the stages first if you're placing your own organization; read the operating model first if you're about to hire.