The CX Assessment Framework.

Every ImpactWorks CX report is built on the same vendor-agnostic framework. Five dimensions, 31 sub-dimensions. Free overview to read it. Detailed edition to use it on your own stack.

Framework Overview · FREE

PDF · OVERVIEW + DETAILED EDITIONSFREE SUMMARIES · NO FORM WALLCHRISTIAN SCHULZE · IMPACTWORKS

EXPLORE THE FIVE DIMENSIONSCLICK A DIMENSION TO SEE ITS CRITERIA

D1CRM & Customer Management7 criteria

HCP & account data modelConsent & preference managementTerritory & alignmentInteraction captureSegmentation & targetingKOL & influence mappingService & inquiry handling

D2Content Supply Chain & Compliance6 criteria

Modular content architectureMLR & approval workflowDigital asset managementClaims & reference linkingLocalisation & versioningCompliance audit trail

D3Content Creation & Experience Delivery6 criteria

Generative content productionTemplate & brand governancePersonalisation engineChannel rendering & deliveryWeb & portal experiencesRep-triggered content

D4Data Platform & Intelligence6 criteria

Unified customer identityData integration & pipelinesAnalytics & reportingAI & ML model layerNext-best-action intelligenceData governance & quality

D5Omnichannel Orchestration & Engagement6 criteria

Journey orchestrationNext-best-channel decisioningField & digital handoffCampaign managementReal-time triggers & eventsEngagement measurement

TWO EDITIONS

Read it or use it.

FREEFramework Overview

Read the framework.

The five dimensions and what each one is asking of your stack. Direct download. No form, no email gate.

Download the Overview

DETAILED EDITIONSelf-assessment Tool

Use it on your own stack.

All 31 sub-dimensions with scoring rubrics, a self-assessment workbook, and the criteria definitions you need to run the framework internally.