It’s time to leave behind the old, uninspired methods of customer experience and embrace B.O.L.D. P.O.W.E.R.—a CX Framework that throws out the traditional playbook and prioritizes something far more dynamic. Basework, Observation, Layout, Driving, Positioning, Orchestrating, Watch, Elevating, and Rallying define each stage of this framework, designed for brands ready to be bold, decisive, and unforgettable.
Each phase of our CX Framework is crafted to take your customer experience from basic to breathtaking. Here’s how B.O.L.D. P.O.W.E.R. reshapes the way we build customer experiences and create repeatable results. Let’s break down this down so it will forever and always be broken (shout out to Love Jones).
1. Basework: Laying the Groundwork of the CX Framework
Every transformative CX Framework starts with a strong foundation. In B.O.L.D. P.O.W.E.R., Basework is where research meets rigor. As brands dig deep into data, customer insights, and detailed analysis of what customers actually want and need, the basework provides a starting point. Most brands skip this stage or tackle it at a surface level, but real CX success starts with understanding exactly who your customers are and what they value, and what they expect at every interaction. This part of the framework is essential for establishing a foundation that will stand the test of time.
2. Observation: Decoding Customer Behavior
The second step in this CX Framework is Observation. Observation is not just about gathering data; it’s about being tuned in, analyzing it with precision, and identifying the patterns that define your customer’s journey. In a successful CX Framework, Observation is where you get intimate with your data, identifying what your customers say, what they feel, and what drives them. Observation in this framework empowers brands to move beyond assumptions and create experiences that feel personal, aligned, and intentional.
3. Layout: Designing the Experience with Impact
In Layout, the CX Framework shifts to designing an experience that speaks directly to the audience. It’s about making sure that every element—visual and functional—aligns with the customer journey to create something magnetic. Layout in this framework isn’t about eye candy or trendy design choices; it’s about building a clear, visually captivating pathway that guides your customer through an experience that feels tailor-made. This phase is all about ensuring that every part of the journey aligns perfectly, establishing a customer experience that’s both beautiful and seamless.
4. Driving: Developing the Experience with Precision
Driving is where the CX Framework takes your plan and turns it into reality. This stage involves bringing all elements together in development and launching the experience for customers to engage with. Unlike traditional development, Driving is about executing with precision. It ensures that we build an experience that’s intuitive, responsive, and customized to fit the unique needs of your audience. Each interaction, every feature, and every pixel is crafted intentionally. It’s a relentless pursuit of quality and functionality—everything your brand’s experience should stand for.
5. Positioning: Owning Your Brand Space
Once the experience is live, Positioning comes into play within the CX Framework. Positioning is about making sure your brand’s voice, style, and goals are reinforced in every corner of the experience. Your customers should understand not only what your brand does but what it stands for. A successful CX Framework doesn’t just reach customers; it leaves an impression. It stakes a claim on your brand’s values and purpose. Positioning is how brands make their mark, showing up with clarity, consistency, and confidence in every interaction.
6. Orchestrating: Strategizing Every Interaction
In this CX Framework, Orchestrating means planning every touchpoint with precision. Orchestrating goes beyond simply plotting out dates and timelines. It’s a carefully designed sequence of touchpoints that considers the customer’s journey from start to finish. Each part of the experience, from the first visit to follow-ups, has a purpose. By taking our CX Framework approach to planning, brands can deliver a journey that feels intentional, engaging, and seamless from start to finish.
7. Watch: Real-Time Monitoring
This CX Framework is built for responsiveness, and Watch is where you ensure every part of your customer experience is resonating. This stage is where real-time tracking and feedback come into play, allowing you to monitor interactions, track engagement, and identify any issues before they escalate. Watch is where CX frameworks go from passive to proactive, actively identifying what’s working and what’s not, so you can make changes as needed. In a CX Framework designed for impact, real-time observation is non-negotiable.
8. Elevating: Continuous Improvement
The Elevating phase of the CX Framework is where feedback meets action. With customer data, insights, and feedback collected, Elevating means taking those insights and using them to enhance and optimize the experience constantly. A CX Framework with an Elevate stage doesn’t wait for issues to pile up; it seeks to improve continuously, creating experiences that grow and adapt alongside customer needs. It’s about refusing to settle for “good enough” and staying committed to becoming better.
9. Rallying: Amplifying Brand Loyalty
The last phase of the CX Framework, Rallying, is the big finish that leaves a lasting impression. Rallying is about engaging customers long-term, ensuring that each CX moment reflects and reinforces your brand’s core values. It’s about nurturing the connection you’ve built, sending a follow-up, offering a thank-you, or extending an invitation to stay engaged. Rallying takes your brand from a functional provider to an inspiring force that your audience can rally around. In a robust CX Framework, Rallying reinforces why customers chose your brand and keeps them coming back.
Why B.O.L.D. P.O.W.E.R. is the CX Framework for Brands that Want More
Customer experience design is about more than just a functional website or a friendly support team; it’s about making every interaction meaningful and reflective of your brand’s values. B.O.L.D. P.O.W.E.R. isn’t just a checklist—it’s a CX Framework built for brands ready to make an impact. By guiding brands through each stage, from Basework to Rallying, this framework pushes you to stay proactive, evolve, and prioritize a real connection with your audience.
We are in a space where customers expect more. B.O.L.D. P.O.W.E.R. is the CX Framework that allows you to meet and exceed expectations at every touchpoint. It empowers brands to show up consistently, build meaningful engagement, and ensure each part of the journey is built with purpose and precision. It’s not only a guide but a blueprint for creating loyalty, trust, and impact that lasts. For brands looking to make their mark, the B.O.L.D. P.O.W.E.R. CX Framework isn’t just an option—it’s the path to experience-driven success.
If your brand is serious about standing out, this CX Framework has every tool you need to design experiences that captivate, connect, and leave a lasting impact.
