The Adaptive CX Framework
Adaptive CX isn't a vibe. It's a set of components that let teams design decision-making in services — safely, measurably, and without guesswork.
The five frameworks
Adaptive CX Maturity Audit
Defines your current state and future ambition. Map where you are today across signal quality, truth maturity, autonomy readiness, and governance capability.
Go to pageCX Moment Journey Audit
Defines the high value moments in your CX. Identify where customers struggle, agents repeat the same work, or outcomes vary based on context.
Go to pageData Maturity Ladder
Defines what data you need. Structure your signals from basic to sophisticated, setting confidence thresholds and truth contracts at each level.
Go to pageBehaviour Ladder
Defines how adaptive the service is. Progress from Inform → Advise → Assist → Act, matching autonomy to truth maturity and governance readiness.
Go to pageGovernance Framework
Anchors decisions in to reality. The four gates (truth, safety, recovery, audit) and escalation rules that keep adaptive service safe and compliant.
Go to pageThe CX moments journey
Every customer journey has friction points — moments where intent mismatches, self-serve fails, or context is lost. The Moment Audit identifies these high-value moments across Acquisition, Conversion, Usage, and Retention.
Where to start
New to adaptive CX? Start with the Adaptive CX Guide for a step-by-step walkthrough. Unsure where your organisation stands? The AI CX Reality Check gives you a clear starting point.
The Kairos Toolkit
Every tool and template we use — available to buy and use independently, or deployed as part of a facilitated engagement.
Adaptive CX Card Deck
A physical card deck for running adaptive moment design sessions with your team. Covers signal types, truth contracts, response logic, and governance. Works as a standalone workshop tool.
Moment Worksheet
A structured working document for each adaptive moment — triggers, signals, response rules, fallbacks, and success criteria. Used in both self-serve sessions and facilitated engagements.
Maturity Snapshot
Plots your current signal quality against autonomy levels to pinpoint where investment will have the most impact. Used in the Activation Readiness Diagnostic.
Four Gates Governance Checklist
A printed checklist that walks teams through the Truth, Safety, Recovery, and Audit gates before any adaptive moment goes live. Keeps AI scaling safe without bureaucracy.
Behaviour Specification Template
The core artefact of every engagement — defines what AI should know, assume, and do at each moment, with explicit decision boundaries your team can test, monitor, and audit.
The Adaptive CX Playbook
A practical playbook for designing, governing, and scaling adaptive moments across your CX. Covers signal mapping, behaviour specification, the Four Gates, and implementation sequencing.
Data Maturity Assessment
Evaluates your organisation's signal quality across the six levels — from Unknown to Predictive — revealing gaps between what you know and what you need to know to act safely.
Bloomreach Accelerator Template
Translates Adaptive CX service design into Bloomreach-specific configuration briefs — covering campaigns, personalisation rules, and agentic workflows your delivery team can action directly.
Salesforce Agentforce Accelerator Template
Maps Adaptive CX behaviour specifications to Agentforce agent flows, triggers, and escalation logic — so your Salesforce team gets a brief they can build from, not a strategy document.
Google Gemini Accelerator Template
Converts adaptive moment design into Google Gemini-compatible prompt architecture, grounding strategies, and safety instruction sets aligned with the Four Gates governance layer.
AB Tasty Accelerator Template
Bridges adaptive moment design to AB Tasty campaign logic — audience segmentation, trigger conditions, and variant specifications written as a ready-to-configure brief.
Ready to apply the framework?
Start with the Guide for a step-by-step walkthrough, or get a Reality Check to see where you stand.