Customer Worthy 2nd Edition: Why and How Everyone in Your Organization Must Think Like a Customer!

The Framework That Proved Itself — Updated for the AI EraWhen Customer Worthy first published in 2010, it introduced a radical idea: that every customer interaction is a measurable, monetizable asset. More than 500,000 readers agreed. Now, fifteen years later, the CxC Matrix is more essential than ever — and this fully updated Second Edition shows you exactly why.The Customer Experience Management market has exploded to nearly $20 billion and is projected to reach $68 billion by 2032. AI now powers 95% of customer interactions. Omnichannel customers deliver 30% higher lifetime value. Data breaches cost an average of $4.88 million per incident. The rules have changed — but the question at the heart of every customer decision has not:Is the result Customer-Worthy?What Is the CxC Matrix?The CxC Matrix is a systematic business framework that maps 15 customer lifecycle stages across 6 interaction channels — creating 90 cells of managed customer contact, each with 9 treatment objectives. The result: a contact-level P&L that links every customer touchpoint directly to revenue, retention, and competitive advantage.It's not a satisfaction survey. It's not a CRM module. It's a complete operating model for companies that want to win — contact by contact, customer by customer.What's New in the Second EditionAI-Enhanced Treatment Objectives — How generative AI and automation transform all nine treatment objectives across every channelOmnichannel Customer Management — Updated strategies for the 73% of consumers who now shop across multiple channelsData Privacy in the Breach Era — New frameworks for managing privacy risk across 3,158+ annual data compromises affecting 1.35 billion individualsIoT and Connected Experience Design — Managing billions of new smart device touchpoints within the MatrixCustomer Algorithm & Scoring — Updated contact-level valuation models with worked examplesWho Should Read This BookCustomer Worthy is written for every executive who has ever asked: Why are we spending so much on customer experience and still losing customers?CEOs and C-suite leaders who need a company-wide customer operating modelCMOs and marketing executives managing omnichannel journeysCX and CRM professionals seeking a financially rigorous frameworkChief Digital Officers and Chief AI Officers navigating transformationOperations and technology leaders connecting strategy to measurable executionThe Map Every Business NeedsCompanies that lack customer performance knowledge will pursue the wrong customers with the wrong messages through the wrong channels — expensively. The CxC Matrix gives you the map to stop guessing and start winning.This Second Edition preserves the original framework's timeless principles while modernizing every application for AI, omnichannel, privacy, and IoT realities. Whether you discovered the original Customer Worthy or are encountering the CxC Matrix for the first time, this edition meets you where the market is today.Think Like a Customer. Measure Every Contact. Optimize Everything. Read more