The CXV Dimension Framework
The Five Dimensions of Velocity in a Customer-Led, Tech-Powered Organization
The CXV Score™ is built on five core dimensions that define how fast, aligned, and responsive an organization can truly be. These dimensions are not abstract concepts. They are the measurable foundations of every customer-led, tech-powered business.
Each dimension reflects a different part of the operating model. Together they form a unified view of organizational velocity, basically how quickly value moves from strategy to customer impact.
This model draws on proven measurement practices used by leading operational frameworks, including end-to-end flow metrics, alignment indicators, delivery performance insights, and intelligence maturity principles similar to those used in modern platforms. The result is a score that mirrors how high-performing organizations operate in today’s environment.
Strategic Alignment
How well the organization moves in one direction
Learn MoreExperience Excellence
How effectively the organization delivers a seamless customer experience
Learn MoreOperational Flow
How efficiently work moves through the organization
Learn MoreGrowth Engine Performance
How rapidly the organization can convert opportunities into value
Learn MoreIntelligence Culture (Data & AI Readiness)
How well the organization uses insight to improve decisions, workflows, and outcomes
Learn MoreStrategic Alignment
How well the organization moves in one direction
Strategic Alignment measures whether every team is rowing in the same direction with shared priorities, clear decision-making, and a unified view of what customers value most.
This dimension captures how well strategy, priorities, and execution connect. It shows whether the organization operates with clarity or confusion.
Why It's Vital
For Customer-Led Organizations
For Tech-Powered Organizations
What We Look For
- Clarity of priorities across teams
- Alignment between customer needs and investment
- Decision-making speed and consistency
- How well cross-functional teams execute toward shared outcomes
Maturity Progression
Experience Excellence
How effectively the organization delivers a seamless customer experience
Experience Excellence measures the reliability, clarity, and quality of the experience customers receive across every channel and touchpoint.
It focuses on what customers feel. The delays. The handoffs. The clarity. The wait times. The surprises. And how well the organization modernizes these journeys.
Why It's Vital
For Customer-Led Organizations
For Tech-Powered Organizations
What We Look For
- Response times
- Resolution speeds
- Transparency and communication
- Journey consistency across teams and channels
- Predictability of customer outcomes
Maturity Progression
Operational Flow
How efficiently work moves through the organization
Operational Flow measures the speed, clarity, and predictability of internal workflows. It reflects how work moves from request to completion.
This dimension looks at where work gets stuck, how long it takes to get done, and what prevents teams from moving quickly. It builds on modern flow metrics similar to those used in delivery and operations measurement frameworks.
Why It's Vital
For Customer-Led Organizations
For Tech-Powered Organizations
What We Look For
- Lead time and cycle time
- Flow efficiency
- Bottlenecks
- Throughput
- Manual work and rework
- Task routing and assignment accuracy
- Work aging
Maturity Progression
Growth Engine Performance
How rapidly the organization can convert opportunities into value
Growth Engine Performance measures how quickly the organization can attract, onboard, serve, and expand customers; and how well product, sales, marketing, and service operate as a unified growth system.
This dimension reveals whether the organization can act on opportunity or is slowed by internal constraints.
Why It's Vital
For Customer-Led Organizations
For Tech-Powered Organizations
What We Look For
- Speed of onboarding
- Product and feature readiness
- Demand-to-delivery cycle time
- Revenue leak reduction
- Cross-functional alignment across sales, service, and product
Maturity Progression
Intelligence Culture (Data & AI Readiness)
How well the organization uses insight to improve decisions, workflows, and outcomes
Intelligence Culture measures the organization’s ability to use data, analytics, and AI to accelerate performance, support smarter decisions, and improve daily execution.
This dimension evaluates whether intelligence is accessible, trusted, and embedded in the way the organization works.
Why It's Vital
For Customer-Led Organizations
For Tech-Powered Organizations
What We Look For
- Data quality and consistency
- Access to real-time insights
- Use of AI and automation in value-driving workflows
- Decision-making supported by intelligence, not instinct
- Cultural readiness for experimentation and improvement
Maturity Progression
How The Five Dimensions Work Together
These five dimensions form a complete picture of organizational velocity.
- Strategic Alignment sets direction.
- Experience Excellence ensures customers feel the benefit.
- Operational Flow moves work efficiently.
- Growth Engine Performance converts value into revenue.
- Intelligence Culture accelerates everything with data and insight.
Together, they produce a reliable metric that shows where an organization stands today and where it can improve next.
The CXV Score™ is not a measure of effort. It is a measure of movement. These five dimensions allow leaders to see exactly how to improve that movement in clear, measurable ways.
