Skill: ivangdavila/cxo (version 1.0.1)

--- name: CXO / Chief Experience Officer slug: cxo version: 1.0.1 homepage: https://clawic.com/skills/cxo description: Lead customer experience with journey mapping, voice of customer programs, service design, and experience metrics. changelog: Added Core Rules structure and experience leadership frameworks. metadata: {"clawdbot":{"emoji":"🎯","os":["linux","darwin","win32"]}} --- ## When to Use User needs CXO-level guidance for experience leadership. Agent acts as virtual Chief Experience Officer handling customer journey design, experience metrics, service excellence, and employee experience strategy. ## Quick Reference | Domain | File | |--------|------| | Customer journey mapping | `journey.md` | | Experience metrics and VoC | `metrics.md` | | Service design | `service-design.md` | | Employee experience | `employee-experience.md` | ## Core Rules ### 1. Journey Before Touchpoints - Optimize the whole journey, not just moments - End-to-end thinking reveals hidden pain points - Handoffs between stages often hurt most ### 2. Recovery Over Perfection - How you fix matters more than never failing - Great recovery creates more loyalty than no problem - Empower frontline to resolve immediately ### 3. Employees First - Bad employee experience always leaks to customer experience - Internal journey mapping matters - Culture alignment drives consistency ### 4. Close the Loop - Feedback without action destroys trust - Tell customers what changed because of them - Speed of response matters as much as resolution ### 5. Design for Emotion - Functional isn't enough; feelings drive loyalty - Peak-end rule: people remember peaks and endings - Reduce anxiety, create moments of delight ### 6. Consistency Beats Delight - Reliable 8/10 beats random 10/10 - Set expectations, then exceed them reliably - Brand promise must match experience delivery ### 7. Measure What Matters - Vanity metrics hide real problems - Leading indicators predict, lagging confirm - Segment metrics by journey stage and persona ## Experience Focus by Stage | Stage | Focus | |-------|-------| | Pre-PMF | Direct customer conversations, rapid iteration | | Seed | Core journey documentation, first feedback loops | | Series A | VoC program, experience metrics, dedicated CX roles | | Series B+ | Omnichannel excellence, experience platform | ## Common Traps - Survey fatigue — asking too often, learning nothing - Metric obsession — optimizing numbers, not experiences - Channel silos — great in app, terrible in email - Ignoring employees — expecting magic from burned-out teams - Recovery theater — apologizing without fixing ## Human-in-the-Loop These decisions require human judgment: - Major journey redesigns - Service recovery for VIP customers - Experience-impacting policy changes - Trade-offs between CX investment and margins ## Related Skills Install with `clawhub install <slug>` if user confirms: - `cmo` — marketing alignment - `cpo` — product experience - `coo` — operational excellence - `ceo` — executive leadership ## Feedback - If useful: `clawhub star cxo` - Stay updated: `clawhub sync`

path: employee-experience.md
content: # Employee Experience

## The EX-CX Connection

Employee experience directly impacts customer experience:
- **Happy employees** → Better service → Higher CSAT
- **Empowered employees** → Faster resolution → Lower CES
- **Engaged employees** → Genuine care → Higher NPS
- **Burned out employees** → Defensive service → Churn

Research consistently shows: companies with top EX scores outperform on CX metrics.

## Employee Journey Mapping

Apply the same journey thinking to employees:

### Key Employee Moments
| Stage | Moments That Matter |
|-------|---------------------|
| **Recruit** | Job posting, interviews, offer experience |
| **Onboard** | First day, first week, first win |
| **Develop** | Feedback, training, growth opportunities |
| **Perform** | Recognition, support, tools |
| **Transition** | Promotion, role change, exit |

### Frontline-Specific Journey
For customer-facing roles, add:
- **Tool readiness** — Do they have what they need?
- **Knowledge access** — Can they find answers fast?
- **Authority clarity** — What can they decide?
- **Escalation paths** — Who to call when stuck?
- **Recovery support** — Backup when overwhelmed?

## Employee Experience Metrics

### eNPS (Employee Net Promoter Score)
- "Would you recommend this company as a place to work?"
- Same 0-10 scale, same calculation as customer NPS
- Correlates strongly with retention and CX performance

### Additional EX Metrics
| Metric | What It Measures |
|--------|------------------|
| Engagement score | Discretionary effort, commitment |
| Enablement score | Tools, resources, support |
| Manager effectiveness | Leadership quality |
| Growth perception | Development opportunities |
| Recognition frequency | Appreciation culture |

## Empowerment Framework

### Decision Authority Matrix
| Decision Type | Authority Level | Examples |
|---------------|-----------------|----------|
| **Standard** | Any agent | Refunds under $X, shipping upgrades |
| **Elevated** | Team lead | Larger refunds, policy exceptions |
| **Escalated** | Manager | Contract changes, major credits |
| **Executive** | Director+ | Legal issues, PR risk |

### Empowerment Enables
- Faster resolution → Lower CES
- Employee confidence → Better interactions
- Reduced escalations → Lower cost to serve
- Customer trust → "They actually helped me"

## Voice of Employee Program

### Feedback Channels
1. **Pulse surveys** — Quick, frequent (weekly/biweekly)
2. **Engagement surveys** — Comprehensive, quarterly
3. **Stay interviews** — Why people stay
4. **Exit interviews** — Why people leave
5. **Frontline feedback** — Direct input on customer issues

### Key Questions for Frontline
- "What customer problems can't you solve?"
- "What tools would make your job easier?"
- "What policy frustrates customers most?"
- "What do customers compliment?"
- "What would you change if you could?"

## Culture Alignment

### CX Culture Elements
- **Customer obsession** — Decisions start with customer impact
- **Ownership** — Problems are mine until solved
- **Transparency** — Honest about limitations
- **Continuous learning** — Feedback is gift, not threat
- **Collaboration** — Cross-functional for customer outcomes

### Reinforcement Mechanisms
- **Hiring** — Select for empathy and ownership
- **Onboarding** — Immerse in customer stories
- **Recognition** — Celebrate CX wins publicly
- **Metrics** — Include CX in performance reviews
- **Stories** — Share customer impact regularly

## Warning Signs

EX problems that predict CX decline:
- Rising absenteeism
- Increased turnover (especially tenure)
- Declining engagement scores
- More escalations
- Frontline cynicism
- "Not my job" language
- Tool/system complaints


path: journey.md
content: # Customer Journey Mapping

## Journey Mapping Process

1. **Define scope** — Which persona, which journey (acquisition, onboarding, support, renewal)
2. **Map current state** — Document actual experience, not intended
3. **Identify touchpoints** — Every interaction across all channels
4. **Capture emotions** — Customer feelings at each stage
5. **Find pain points** — Friction, confusion, effort, wait times
6. **Prioritize fixes** — Impact vs effort matrix
7. **Design future state** — Intentional experience architecture

## Journey Stages Framework

| Stage | Customer Goal | Key Questions |
|-------|---------------|---------------|
| **Awareness** | Understand options | How do they discover us? First impression? |
| **Consideration** | Evaluate fit | What information do they need? Comparison points? |
| **Purchase** | Complete transaction | Friction in buying? Trust barriers? |
| **Onboarding** | Get value quickly | Time to first value? Complexity barriers? |
| **Usage** | Achieve goals | Task completion? Support needs? |
| **Advocacy** | Share success | What triggers referrals? Story worth telling? |

## Touchpoint Analysis

For each touchpoint, document:
- **Channel** — Where (web, app, phone, email, in-person)
- **Action** — What customer does
- **Emotion** — How they feel (positive, neutral, negative)
- **Effort** — How hard (easy, moderate, difficult)
- **Moment of truth** — Critical or routine?
- **Owner** — Who's responsible internally

## Moment Mapping

High-impact moments to always design intentionally:
- **First impression** — Initial contact sets expectations
- **First value** — When they get what they came for
- **First problem** — How recovery feels
- **Renewal/reorder** — Commitment decision point
- **Referral request** — When you ask for advocacy
- **Exit** — How leaving feels (affects return and reputation)

## Journey Anti-Patterns

| Problem | Symptom | Fix |
|---------|---------|-----|
| **Silos** | Disconnected experiences between departments | End-to-end journey owners |
| **Inside-out** | Designed around internal process, not customer need | Outside-in redesign |
| **Channel conflict** | Different experience per channel | Unified experience standards |
| **Dead ends** | No clear next step | Explicit handoffs and CTAs |
| **Assumption-based** | Map without customer input | Research-validated journeys |

## Journey Metrics by Stage

| Stage | Primary Metric | Secondary |
|-------|----------------|-----------|
| Awareness | Reach, brand recall | Traffic sources |
| Consideration | Engagement, time on site | Comparison page views |
| Purchase | Conversion rate | Cart abandonment |
| Onboarding | Time to first value | Completion rate |
| Usage | Feature adoption | Support ticket volume |
| Advocacy | NPS, referral rate | Review sentiment |


path: metrics.md
content: # Experience Metrics and Voice of Customer

## Core Experience Metrics

### NPS (Net Promoter Score)
- **Question:** "How likely are you to recommend us?" (0-10)
- **Calculation:** % Promoters (9-10) - % Detractors (0-6)
- **Range:** -100 to +100
- **Use when:** Measuring loyalty and advocacy potential
- **Limitation:** Doesn't explain why; pair with follow-up

### CSAT (Customer Satisfaction)
- **Question:** "How satisfied were you with [interaction]?" (1-5)
- **Calculation:** % scoring 4 or 5
- **Use when:** Measuring specific touchpoint satisfaction
- **Limitation:** Moment-in-time, not predictive

### CES (Customer Effort Score)
- **Question:** "How easy was it to [complete task]?" (1-7)
- **Calculation:** Average score or % low effort (1-3)
- **Use when:** Measuring friction and usability
- **Most predictive:** Of repeat purchase and loyalty

## Metric Selection by Goal

| Goal | Primary Metric | Why |
|------|----------------|-----|
| Predict churn | CES | Effort drives disloyalty |
| Drive referrals | NPS | Promoters recommend |
| Fix touchpoints | CSAT | Immediate feedback |
| Product feedback | NPS + follow-up | Strategic insights |
| Support quality | CSAT + CES | Both matter |

## Voice of Customer Program

### Feedback Collection Channels
1. **Post-interaction surveys** — CSAT/CES at touchpoints
2. **Relationship surveys** — NPS quarterly/annually
3. **In-app feedback** — Real-time product feedback
4. **Support tickets** — Issue categorization and trends
5. **Social listening** — Unsolicited feedback
6. **Customer interviews** — Deep qualitative insights
7. **Reviews** — Public sentiment monitoring

### Survey Best Practices
- **Timing:** Ask when experience is fresh
- **Length:** Max 3-5 questions for transactional
- **Frequency:** Don't over-survey; max 1/quarter for relationship
- **Follow-up:** Always ask "why" after score
- **Close the loop:** Respond to detractors within 48h

### Insight Activation Cycle
1. **Collect** — Gather feedback systematically
2. **Analyze** — Find patterns, segment by persona/journey stage
3. **Prioritize** — Impact vs effort, strategic alignment
4. **Act** — Implement changes
5. **Communicate** — Tell customers you listened
6. **Measure** — Track if improvement moved metrics

## Leading vs Lagging Indicators

| Leading (Predictive) | Lagging (Outcome) |
|----------------------|-------------------|
| CES scores | Churn rate |
| Support ticket trends | NPS |
| Feature adoption | Revenue retention |
| Onboarding completion | LTV |
| Response times | Referral rate |

## Segmented Analysis

Always break metrics by:
- **Customer segment** — Enterprise vs SMB vs consumer
- **Journey stage** — Acquisition vs onboarding vs mature
- **Channel** — Web vs app vs phone
- **Tenure** — New vs established
- **Value tier** — High value vs standard

## Red Flags Dashboard

Trigger investigation when:
- NPS drops >5 points quarter-over-quarter
- CSAT falls below 80% for any touchpoint
- CES exceeds 4 (moderate effort)
- Detractor % exceeds 20%
- Support volume spikes without product changes
- Review sentiment turns negative


path: service-design.md
content: # Service Design

## Service Blueprint Framework

A service blueprint maps both customer-facing and backstage elements:

### Blueprint Layers
1. **Customer actions** — What customer does
2. **Frontstage** — Visible employee/system actions
3. **Line of visibility** — What customer sees vs doesn't
4. **Backstage** — Hidden employee actions
5. **Support processes** — Systems, tools, policies enabling service

### Blueprint Creation Steps
1. Choose specific customer scenario
2. Map customer actions chronologically
3. Add frontstage interactions
4. Document backstage activities
5. Identify support processes
6. Mark pain points and opportunities
7. Note time/duration at each step

## Channel Orchestration

### Channel Roles
| Channel | Best For | Avoid For |
|---------|----------|-----------|
| **Self-service** | Simple queries, account management | Complex issues, emotional situations |
| **Chat** | Quick questions, multitasking customers | Long conversations, sensitive data |
| **Phone** | Complex issues, high emotion, sales | Simple queries (waste of resources) |
| **Email** | Documentation needed, async preference | Urgent issues |
| **In-person** | High-value relationships, complex sales | Routine transactions |

### Handoff Design
When customers switch channels:
- **Preserve context** — No repeat explanations
- **Warm transfer** — Introduce next agent
- **Set expectations** — "You'll hear back within X"
- **Confirm understanding** — Summarize before switching

## Service Recovery

### Recovery Protocol (LEARN)
1. **Listen** — Let customer express fully
2. **Empathize** — Acknowledge feelings
3. **Apologize** — Genuine, no excuses
4. **Resolve** — Fix the problem
5. **Notify** — Follow up to confirm resolution

### Recovery Paradox
Customers who experience a problem that's well-resolved can become more loyal than customers who never had a problem. Recovery is opportunity.

### Recovery Levels
| Severity | Response | Authority |
|----------|----------|-----------|
| Minor inconvenience | Apology + thanks | Any agent |
| Moderate issue | Apology + compensation | Team lead |
| Major failure | Apology + significant remedy + escalation | Manager |
| Critical/legal | Immediate escalation, executive involvement | CXO/CEO |

### Compensation Guidelines
- **Match severity** — Don't over or under compensate
- **Speed matters** — Faster resolution = less compensation needed
- **Choice when possible** — Let customer pick remedy
- **Document everything** — For patterns and policy refinement

## Service Standards

### Response Time Targets
| Channel | First Response | Resolution |
|---------|----------------|------------|
| Phone | <30 seconds | First call when possible |
| Chat | <1 minute | Session completion |
| Email | <4 hours | <24 hours |
| Social | <1 hour | <4 hours |

### Quality Standards
- **Accuracy** — Correct information, no callbacks needed
- **Completeness** — Full resolution, proactive related info
- **Professionalism** — Tone, empathy, brand voice
- **Efficiency** — Respect customer time

## Continuous Improvement

### Daily
- Review detractor verbatims
- Address individual escalations
- Monitor real-time dashboards

### Weekly
- Top pain point review
- Recovery case analysis
- Frontline feedback session

### Monthly
- Journey metric trends
- Service standard compliance
- Process improvement initiatives

### Quarterly
- Full journey audit
- Benchmark comparison
- Strategic initiative planning


Security scan verdicts — ClawScan: clean | static analysis: clean | VirusTotal: clean | SkillSpector: clean (LOW)