Seven institutional indices. One evidence standard.

The audited emotional intelligence of an organization across recognition, clarity, respect, ownership, consistency, and AI-assist integrity — measured per interaction and rolled to a composite.

Emotional intelligence is the single largest unpriced exposure on the income statement: it determines whether a customer is retained, whether a complaint becomes a regulatory event, and whether AI assist is trusted or rejected.

• Each interaction is scored 0–4 on six orthogonal dimensions (NuX v0.1 rubric).
• Reviewer notes attach as evidence to every score above the human-review threshold.
• Per-tenant calibration coefficients normalize for channel mix, business unit, and language.
• Composite EII = weighted mean of dimension scores, weighted by exposure value of the interaction.

• Transcript / call recording / chat log retained for life of engagement
• Reviewer identity, timestamp, and rubric version on every published score
• Inter-reviewer agreement sampled monthly; drift triggers re-calibration

• Reduction in escalation rate and regulatory complaint volume
• Increase in resolution-at-first-contact and CSAT-to-retention conversion
• Defensible AI deployment posture for board and regulator

The end-to-end human experience handshake score across every channel and handoff a customer touches, from first contact to resolution.

Customers do not experience departments — they experience handoffs. HXI prices the cost of broken handshakes in revenue, retention, and brand exposure.

• Each handoff in a customer journey is scored on continuity, context preservation, and emotional carry-through.
• Journey-level HXI = harmonic mean of handshake scores (worst handoff dominates).
• Cross-channel correlation matrix surfaces which handoff combinations destroy the most value.

• Journey reconstruction from CRM, telephony, chat, and email systems
• Per-handoff timestamp, agent identity, and channel transition logged
• Customer-perceived continuity sampled via post-resolution micro-survey

• Identification of the three handoffs responsible for most attrition
• Quantified ROI of channel consolidation or staffing reallocation
• Board-ready exposure number for omnichannel investment cases

The structural integrity of a customer's full journey across channels — whether the promise made at acquisition is kept through onboarding, service, and renewal.

Most churn is not caused by a single failure — it is caused by accumulated journey debt. JII makes journey debt visible before it becomes lost revenue.

• Journeys are segmented into acquisition → activation → service → renewal phases.
• Each phase is scored against the promise set at acquisition (contract, marketing, sales commitment).
• JII = phase-weighted integrity score; phases that touch revenue events are weighted higher.

• Acquisition artifact (proposal, contract, marketing claim) captured at journey start
• Each phase scored against the documented promise, not a generic benchmark
• Promise-vs-delivery gap retained as evidence for renewal conversations

• Renewal probability uplift through pre-emptive journey repair
• Reduced legal exposure from undelivered acquisition promises
• Clear attribution of churn cause to acquisition, service, or product

The density of trust established, eroded, and recovered across the lifetime of a customer or stakeholder relationship.

Trust compounds. Every interaction either deposits or withdraws. ETS is the balance sheet executives never see — until the relationship is lost.

• Each interaction is scored for trust deposit, neutral, or withdrawal against six trust signals.
• Recovery interactions (after a known failure) are weighted higher for both deposit and withdrawal.
• ETS = exponentially weighted moving average of trust signals over the relationship lifetime.

• Trust events tagged in interaction record with reviewer attribution
• Recovery context (root cause, remediation owner) attached to recovery interactions
• Trust trajectory visualized over relationship lifetime, not point-in-time

• Early warning of high-value relationships entering trust deficit
• Defensible prioritization of executive intervention
• Quantified link between trust trajectory and contract value at renewal

Clarity and comprehension of language across cultures, accents, channels, and AI-generated text — measured for both operator and audience.

Clarity failures are the leading cause of repeat contact, escalation, and regulatory complaint. CCI prices the cost of every avoidable second interaction.

• Each interaction is scored on lexical clarity, pace, accent neutrality, and jargon density.
• Cross-cultural alignment is scored separately against the audience cultural register.
• CCI = composite of clarity, comprehension, and alignment; weighted by audience criticality.

• Transcript with per-segment clarity score and reviewer notes
• Audience cultural register captured from CRM / locale / language preference
• Repeat-contact correlation reported alongside score

• Reduction in repeat-contact rate and average handle time
• Lower regulatory complaint volume from misunderstood disclosures
• Quantified AI script and IVR clarity for buyer-facing surfaces

The emotional comfort a customer or stakeholder experiences during cross-cultural and high-stakes interactions.

Discomfort is the leakage no spreadsheet captures. Customers who feel uncomfortable leave silently — ECS makes that silence measurable.

• Each interaction is scored on safety, dignity, recognition, and pace appropriateness.
• High-stakes interactions (complaint, dispute, bereavement, regulatory) are weighted higher.
• ECS = comfort composite, calibrated per cultural register and interaction type.

• Reviewer-tagged comfort signals with timestamps
• Customer cultural and situational context recorded at interaction start
• Comfort trajectory across interaction (not single-point) retained as evidence

• Silent-churn reduction through identification of low-comfort patterns
• Defensible cultural competence posture for regulated industries
• Board-ready brand-safety signal across global operations

Cultural Congruence Alignment between operator and audience — measured at the cultural register, not the language level.

Speaking the same language is not the same as being culturally congruent. CCA prices the gap between linguistic and cultural delivery.

• Operator cultural register is profiled from interaction sample.
• Audience cultural register is captured from CRM / locale / declared preference.
• CCA = alignment score between operator and audience register, calibrated per market.

• Operator register profile retained with version and reviewer attribution
• Audience register source documented (declared, inferred, or CRM-confirmed)
• Alignment gap visualized per market and per operator cohort

• Identification of operator cohorts mismatched to highest-value markets
• Quantified ROI of cultural training and staffing reallocation
• Defensible market expansion plan with cultural risk priced in