cx

CX — Customer Experience

Capability overview

Code: CX Full name: Customer Experience Description: Customer experience, journey mapping, voice-of-customer analytics, NPS programs, service blueprinting.

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Skills index

#	Skill	Command	Purpose
1	Journey Mapping	/cps-cx:journey-map	Map current-state and future-state customer journeys with pain points and moments-of-truth.
2	VoC Program Setup	/cps-cx:voc-program	Design voice-of-customer program: channels, cadence, governance, action loops.
3	NPS Program	/cps-cx:nps-program	Stand up NPS / CSAT measurement program with closed-loop follow-up.
4	Service Blueprint	/cps-cx:service-blueprint	Author service blueprint showing front-stage, back-stage, and supporting processes.
5	CX Maturity Assessment	/cps-cx:cx-maturity	Score CX maturity across leadership, insights, design, ops, technology.

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Skill 1: Journey Mapping

Command: /cps-cx:journey-map

Purpose

Map current-state and future-state customer journeys with pain points and moments-of-truth.

Inputs required

client:
  name: "Client Name"
  industry: "Industry"
context:
  scope: "in-scope description"
  constraints: ["constraint 1", "constraint 2"]
references:
  - "Prior deliverable / document name"
  - "External benchmark / source"

Methodology

1. Frame. Translate client request into a structured problem statement and hypotheses.
2. Gather. Pull data from engagement brain, client documents, and external sources.
3. Analyze. Apply the Journey Mapping method using domain frameworks (see Frameworks section of the agent).
4. Synthesize. Produce primary deliverable with recommendations, evidence, and risks.
5. Validate. Run /cps:verify-quality and pass through Journey maps anchor on jobs-to-be-done, not just feelings.

Output shape

A CPS-branded Journey Mapping deliverable in 05_Deliverables_Final/. Pyramid-Principle structured, sourced, and reviewed.

Quality checklist

• Journey maps anchor on jobs-to-be-done, not just feelings
• VoC quotes carry attribution (persona, source, date)
• NPS programs include closed-loop follow-up SLA, not just scores

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Skill 2: VoC Program Setup

Command: /cps-cx:voc-program

Purpose

Design voice-of-customer program: channels, cadence, governance, action loops.

Inputs required

client:
  name: "Client Name"
  industry: "Industry"
context:
  scope: "in-scope description"
  constraints: ["constraint 1", "constraint 2"]
references:
  - "Prior deliverable / document name"
  - "External benchmark / source"

Methodology

1. Frame. Translate client request into a structured problem statement and hypotheses.
2. Gather. Pull data from engagement brain, client documents, and external sources.
3. Analyze. Apply the VoC Program Setup method using domain frameworks (see Frameworks section of the agent).
4. Synthesize. Produce primary deliverable with recommendations, evidence, and risks.
5. Validate. Run /cps:verify-quality and pass through Journey maps anchor on jobs-to-be-done, not just feelings.

Output shape

A CPS-branded VoC Program Setup deliverable in 05_Deliverables_Final/. Pyramid-Principle structured, sourced, and reviewed.

Quality checklist

• Journey maps anchor on jobs-to-be-done, not just feelings
• VoC quotes carry attribution (persona, source, date)
• NPS programs include closed-loop follow-up SLA, not just scores

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Skill 3: NPS Program

Command: /cps-cx:nps-program

Purpose

Stand up NPS / CSAT measurement program with closed-loop follow-up.

Inputs required

client:
  name: "Client Name"
  industry: "Industry"
context:
  scope: "in-scope description"
  constraints: ["constraint 1", "constraint 2"]
references:
  - "Prior deliverable / document name"
  - "External benchmark / source"

Methodology

1. Frame. Translate client request into a structured problem statement and hypotheses.
2. Gather. Pull data from engagement brain, client documents, and external sources.
3. Analyze. Apply the NPS Program method using domain frameworks (see Frameworks section of the agent).
4. Synthesize. Produce primary deliverable with recommendations, evidence, and risks.
5. Validate. Run /cps:verify-quality and pass through Journey maps anchor on jobs-to-be-done, not just feelings.

Output shape

A CPS-branded NPS Program deliverable in 05_Deliverables_Final/. Pyramid-Principle structured, sourced, and reviewed.

Quality checklist

• Journey maps anchor on jobs-to-be-done, not just feelings
• VoC quotes carry attribution (persona, source, date)
• NPS programs include closed-loop follow-up SLA, not just scores

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Skill 4: Service Blueprint

Command: /cps-cx:service-blueprint

Purpose

Author service blueprint showing front-stage, back-stage, and supporting processes.

Inputs required

client:
  name: "Client Name"
  industry: "Industry"
context:
  scope: "in-scope description"
  constraints: ["constraint 1", "constraint 2"]
references:
  - "Prior deliverable / document name"
  - "External benchmark / source"

Methodology

1. Frame. Translate client request into a structured problem statement and hypotheses.
2. Gather. Pull data from engagement brain, client documents, and external sources.
3. Analyze. Apply the Service Blueprint method using domain frameworks (see Frameworks section of the agent).
4. Synthesize. Produce primary deliverable with recommendations, evidence, and risks.
5. Validate. Run /cps:verify-quality and pass through Journey maps anchor on jobs-to-be-done, not just feelings.

Output shape

A CPS-branded Service Blueprint deliverable in 05_Deliverables_Final/. Pyramid-Principle structured, sourced, and reviewed.

Quality checklist

• Journey maps anchor on jobs-to-be-done, not just feelings
• VoC quotes carry attribution (persona, source, date)
• NPS programs include closed-loop follow-up SLA, not just scores

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Skill 5: CX Maturity Assessment

Command: /cps-cx:cx-maturity

Purpose

Score CX maturity across leadership, insights, design, ops, technology.

Inputs required

client:
  name: "Client Name"
  industry: "Industry"
context:
  scope: "in-scope description"
  constraints: ["constraint 1", "constraint 2"]
references:
  - "Prior deliverable / document name"
  - "External benchmark / source"

Methodology

1. Frame. Translate client request into a structured problem statement and hypotheses.
2. Gather. Pull data from engagement brain, client documents, and external sources.
3. Analyze. Apply the CX Maturity Assessment method using domain frameworks (see Frameworks section of the agent).
4. Synthesize. Produce primary deliverable with recommendations, evidence, and risks.
5. Validate. Run /cps:verify-quality and pass through Journey maps anchor on jobs-to-be-done, not just feelings.

Output shape

A CPS-branded CX Maturity Assessment deliverable in 05_Deliverables_Final/. Pyramid-Principle structured, sourced, and reviewed.

Quality checklist

• Journey maps anchor on jobs-to-be-done, not just feelings
• VoC quotes carry attribution (persona, source, date)
• NPS programs include closed-loop follow-up SLA, not just scores

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Cross-skill workflows

Discovery → /cps-cx:journey-map → /cps-cx:voc-program → Recommendations

Integration with other CPS plugins

Plugin	Integration point
cps-ai-personas	Persona synthesis for CX segmentation
cps-dig	Digital touchpoint redesign
cps-coe	CX KPI dashboards

Templates & artifacts

All deliverables use standard CPS branding via:

• /doc-gen for document generation
• assets/cps-branding.json for styling
• scripts/cps-document-generator.js for automation

Skill	Primary artifact	Format
/cps-cx:journey-map	Journey Mapping Report	DOCX/PDF
/cps-cx:voc-program	VoC Program Setup Report	DOCX/PDF
/cps-cx:nps-program	NPS Program Report	DOCX/PDF
/cps-cx:service-blueprint	Service Blueprint Report	DOCX/PDF
/cps-cx:cx-maturity	CX Maturity Assessment Report	DOCX/PDF