Total Customer Engineering: Design, Measure, and Optimize Every Customer Interaction with the 90 Cell CxC Matrix and AI (Customer Worthy)

Most companies are losing money on every customer interaction.
They just don't know it yet.

Customer experience has been measured in surveys, scores, and
sentiment for decades. None of it tells you what a single customer
interaction is actually worth — or what it costs when it goes wrong.

Customer Worthy: Total Customer Engineering changes that.

Author Michael R. Hoffman introduces the CxC Matrix — a
90-cell framework mapping 15 customer lifecycle stages across
6 interaction channels — and for the first time gives executives
a financial engineering tool to measure, optimize, and monetize every
customer contact at the individual level.

This is not another customer service book. This is the operating
system for the Interaction Economy.

What You Will Build

• A contact-level P&L for every customer interaction
  across your organization


• An AI-integrated customer lifecycle strategy using the
  Customer Experience Algorithm (CEA)


• A revenue optimization engine powered by the
  VMAO cycle — Visualize, Monetize, Analyze, Optimize


• A measurable framework spanning Physical, Digital, Hybrid,
  and Synthetic customer channels


• A transformation roadmap drawn from a real-world
  $14.2 million revenue recovery engagement

Who This Book Is For

• Chief Experience Officers and Chief Customer Officers
  ready to speak the language of the CFO


• Chief Digital Officers and Chief AI Officers integrating
  AI across the customer lifecycle


• Management consultants building data-driven CX practices


• CRM strategists, marketing leaders, and transformation
  executives who need results, not frameworks that gather dust

Proven at Scale

The CxC Matrix has been deployed across financial services,
retail, healthcare, and nonprofit sectors. A single engagement
applying the framework recovered $14.2 million in mortgage
servicing revenue — not through headcount or technology
spend, but through systematic contact-level engineering.

The Original Customer Worthy Has Been Downloaded 500,000+ Times

Recognized by the Journal of Marketing and adopted by
CX practitioners worldwide, the Customer Worthy framework has
defined a generation of customer strategy. Total Customer
Engineering is the complete, AI-era edition — rebuilt for
the executive challenges of today.

Every interaction earns. Every contact counts.
This is Total Customer Engineering.