Matrix
MCX skills matrix
A practical view of the roles and capabilities organisations need as machine customers enter the economy.
Foundation roles and skills coverage
| Role | Core CX skills | Technical skills | Business skills | Emerging MCX skills |
|---|---|---|---|---|
| Machine Discovery Specialist | Journey mapping, information architecture | Schema markup, API documentation, JSON/XML | SEO principles, content strategy | Machine-readable content design, structured data optimisation |
| Algorithmic Experience Designer | User experience design, journey optimisation | Decision-tree logic, process mapping | Systems thinking, analytics | Logic-flow design, algorithmic decision modelling |
| Machine Trust Analyst | Customer research, trust measurement | Data analysis, performance monitoring | Risk assessment, compliance | Algorithmic reputation systems, trust-signal optimisation |
| Human-Machine Bridge Coordinator | Customer service, escalation management | Process automation, workflow design | Communication, problem-solving | Hybrid interaction design, human-AI handoff protocols |
Core CX skills
| Skill category | Specific capabilities | Why critical for MCX |
|---|---|---|
| Customer journey design | Mapping touch-points, identifying friction, optimising flows | Machine customers follow logical paths; journey expertise translates directly. |
| Experience research | Understanding needs, behaviour analysis, pain-point identification | Machine customer needs are explicit but require interpretation and optimisation. |
| Trust and relationship building | Building confidence, managing expectations, maintaining loyalty | Machine trust signals are performance-based but require the same strategic thinking. |
| Problem solving | Root-cause analysis, solution design, process improvement | Machine customer problems are logical puzzles requiring systematic problem solving. |
Emerging MCX skills
Your competitive advantage: few people have these yet.
Machine-readable design
Creating content and experiences optimised for algorithmic consumption.
Algorithmic decision modelling
Understanding how machines make choices and optimising logical decision trees.
Hybrid experience orchestration
Designing seamless human-machine customer interactions.
Trust signal architecture
Building confidence systems that machines can evaluate and act upon.