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  1. Provides 30 common frameworks and methodologies for customer experience innovation and reinvention.
  2. Includes frameworks and models covering customer service, customer satisfaction and loyalty, and customer experience.
  3. Serves as rough orientation for business leaders, CX managers and other experts.


This presentation is a collection of PowerPoint diagrams and templates used to convey 30 different Customer Experience Management frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.)


1. Five Phases of Design Thinking
2. Business Model Canvas
3. Customer Journey Mapping
4. Empathy Map
5. Point of View (POV)
6. Four Moments of Truth
7. Net Promoter Score (NPS)
8. 6P's of Marketing Mix
9. Keller's Customer-Based Brand Equity Model
10. Kano Model
11. Kaufman's Six Levels of Customer Service
12. Ladder of Loyalty
13. Apostle Model (Satisfaction-Loyalty Matrix)
14. Importance-Performance Matrix
15. Profitability-Loyalty Matrix
16. Opportunity Map
17. Context Map
18. Prioritization Map
19. RATER Model
20. SERVQUAL Model
21. Five Steps of Service Recovery
22. The International Standard for Service Excellence (TISSE2012)
23. Xerox's 10-Step Benchmarking Process
24. Root Cause Analysis (RCA)
25. ADKAR Model
26. Kotter's Eight Phases of Change
27. McKinsey's 7-S Framework
28. COPC CX Standard for VMOs, Rel. 6.1
29. Baldrige Excellence Model
30. EFQM Excellence Model

This presentation includes frameworks and models covering Stanford Design School's Five Modes of Design Thinking, Strategyzer's Business Model Canvas, Xplane's Empathy Map, The Kano Model, McKinsey's 7-S Framework, Fred Reichheld's Net Promoter Score, Christopher, Payne and Ballantyne's 6Ps of Marketing, Kevin Lane Keller's Brand Equity Model, Ron Kaufman's Six Levels of Customer Service, Christopher, Payne & Ballantyne's Ladder of Loyalty, Jones & Sasser's Apostle Model, Reinartz & Kumar's Profitability-Loyalty Matrix, Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry's SERVQUAL Model, The International Customer Service Institute's 5P's Service Quality Model, Robert C. Camp's Benchmarking Model, Prosci's ADKAR Change Model, and John Kotter's Eight Step Change Model.

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Source: Customer Experience (CX) Management Models PowerPoint document

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Customer Experience (CX) Management Models

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File Type: PowerPoint (pptx)

File Size: 2.3 MB

Number of Slides: 148 (includes cover, transition slides)

Related Topic(s): Business Framework PowerPoint Diagrams Customer Experience

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Initial upload date (first version): Feb 13, 2016
Most recent version published: Jul 9, 2021

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