CX Whitepaper:
The 80/20 Framework
for AI-Powered E-Commerce Customer Experience
Automate 80% of repetitive customer queries and focus human effort on the 20% that drive retention and LTV. A whitepaper for E-Commerce CEOs and CX leads featuring templates, workflows, and a 30-day implementation plan.
What to expect inside the whitepaper:
80/20 Customer Excellence Framework: How to use automation for scale while reserving human support for loyalty-building interactions.
SOPs & Ticket Taxonomy: Clear structures, defined categories and real DACH e-commerce examples for efficient CX operations.
Auto-Send, Review & Human-Only Zones: Precise zone logic to cut ticket volume, prevent errors and enforce smart prioritisation.
30-Day Implementation Plan: A practical roadmap enabling CX teams to launch a complete setup within one month.
Human Excellence System: Recovery methods, ownership principles and tonal accuracy to elevate customer communication.
Retention Engine: How CX measurably increases LTV, repeat purchases and brand trust, with examples and proven levers.
Appendices & Templates: Ready-to-use templates, checklists, diagrams and workflows for immediate implementation.