Business Requirements Document — CXOS Reference Documentation

📄 Document Control

Document	CXOS Business Requirements Document (BRD)
Version	1.0
Status	Approved for Stages 1–4 (Data Sources, Ingestion Layer, Transformation & Processing, Unified Data Foundation); Draft for Stages 5–6 (Intelligence & Services, Destinations & Activation)
Owner	Platform & Product Team
Last Updated	2026-08-02

📚 Purpose & Business Context

Customer interactions are currently spread across a website, a mobile app, a CRM, a support desk, a call center, and a dozen other SaaS tools — each holding a different sliver of the same customer relationship. Marketing sees one version of the customer, support sees another, and no team has a complete, real-time picture in time to act on it. This fragmentation shows up as duplicated outreach, inconsistent personalization, slow compliance response, and engineering time spent building one-off integrations between systems that already exist.

This document defines the business requirements for CXOS (Customer Experience Operating System) — a single platform that collects every customer interaction once, resolves it to one unified profile, and makes that profile usable everywhere it needs to show up, from a personalized email to a support agent's screen to a machine learning model. It is the business counterpart to the technical architecture documented across the six module pages on this site.

🎯 Business Objectives

Unify customer data from every channel and business system into one real-time, governed profile
Reduce the time it takes to onboard a new data source or activation destination from a multi-week engineering project to a configuration change
Enable real-time personalization and activation without each team building its own pipeline
Make compliance (GDPR, CCPA, DPDP) a built-in property of the platform, not a bolt-on process
Give business users self-service access to unified customer data without an engineering ticket
Provide a single, auditable source of truth that Finance, Legal, and Compliance can all rely on

📌 Scope

In Scope

Ingestion from all customer touchpoints, core business systems, and file/API-based sources (Stage 1)
A shared, versioned ingestion contract and edge processing for every integration (Stage 2)
Real-time and batch transformation, identity resolution, and schema governance (Stage 3)
A governed, open-format data lakehouse with full lineage, classification, and access control (Stage 4)
Self-service analytics, AI-driven insight, and operational monitoring (Stage 5 — planned)
Real-time and batch activation to marketing, ad, and CRM/support platforms (Stage 6 — planned)

Out of Scope

Replacing existing systems of record (Salesforce, Shopify, Zendesk, HubSpot) — CXOS unifies their data, it does not replace them
Building new customer-facing applications (the Angular storefront, mobile apps) — CXOS instruments existing applications, it does not build them
Multi-cloud support — Azure is the approved cloud provider for this program
Data science model development beyond the reference AI & Insights capabilities — CXOS provides the platform, not the model roadmap

🤝 Stakeholders

Stakeholder	Interest
Marketing & Lifecycle Teams	Unified profile for personalization, campaign targeting, and consent-safe activation
Customer Support & Success	Full customer context (orders, tickets, usage) at the point of an interaction
Sales & RevOps	Accurate account/opportunity data blended with product-usage signals
Finance & Billing	Reliable revenue and subscription data tied to the customer record
Legal & Compliance	Provable consent enforcement, data classification, and audit trails
Data Engineering & Platform Engineering	A maintainable, governed platform instead of N bespoke pipelines
Data Science / ML Engineering	Trustworthy, point-in-time-correct data for model training and inference

👤 BR-1 · Data Sources

ID	Requirement	Priority	Acceptance Criteria
BR-1.1	Capture customer interactions across every touchpoint (web, mobile, IoT, kiosk, chat/voice/bots, email/SMS, call center, social) without measurable gaps.	Must	≥99.5% of instrumented touchpoint events are captured and visible in the unified profile within the defined SLA.
BR-1.2	Ingest core business-system data (CRM, Commerce, Support, Marketing, ERP/Billing) to enrich the unified customer record.	Must	All five business systems are connected and reconciled against source-system record counts within 0.1% variance.
BR-1.3	Support onboarding a new file- or API-based data source without a bespoke engineering project for common integration patterns.	Should	A new pre-built-connector-eligible source can be enabled via configuration in under 1 business day.

🔌 BR-2 · Ingestion Layer

ID	Requirement	Priority	Acceptance Criteria
BR-2.1	Every client and server integration must speak one versioned event contract so downstream teams never encounter conflicting schemas for the same event type.	Must	100% of production event types are registered in the Event Schema & Registry with an owning team.
BR-2.2	No event may be lost due to a downstream outage or traffic spike.	Must	Zero data-loss incidents attributable to ingestion capacity over a 12-month rolling window.
BR-2.3	Consent must be evaluated and enforced before any event is used for a regulated purpose (marketing, personalization).	Must	100% of consent-gated events carry a valid consent basis; verified in a quarterly audit.

⚡ BR-3 · Transformation & Processing

ID	Requirement	Priority	Acceptance Criteria
BR-3.1	Duplicate or out-of-order events must not distort business-critical metrics (revenue, active users, conversion).	Must	Reconciliation against source-system totals shows <0.1% variance attributable to dedup/ordering defects.
BR-3.2	A customer's activity across every device, session, and channel must resolve to one identity.	Must	≥95% of logged-in-session events are correctly stitched to the known customer profile.
BR-3.3	Business-facing metric and schema definitions must be reviewed, versioned, and change-controlled like source code.	Should	100% of schema/metric changes have an associated pull request and reviewer sign-off.

🗃 BR-4 · Unified Data Foundation

ID	Requirement	Priority	Acceptance Criteria
BR-4.1	Customer and business data must be stored once, in an open format, accessible to any approved analytics engine without duplication.	Must	No team maintains an unsanctioned "shadow copy" of customer data outside the lakehouse.
BR-4.2	Every field must be classified and access-controlled sufficiently to pass a compliance audit (GDPR, CCPA, DPDP, SOC 2).	Must	Zero critical findings in the annual data-governance audit.
BR-4.3	The organization must be able to reconstruct the state of any customer record as of a past date, for dispute resolution and regulatory response.	Must	A historical "as of" query returns an auditable answer within 1 business day of a request.

🧠 BR-5 · Intelligence & Services Planned

Requirements below are drafted for scoping; not yet built — see the site status for the current build plan.

ID	Requirement	Priority	Acceptance Criteria
BR-5.1	Business users (analysts, marketers) must be able to query unified customer data without submitting an engineering ticket.	Should	≥80% of ad hoc data requests are self-served within 2 quarters of general availability.
BR-5.2	The platform must support predictive use cases — churn risk, propensity to convert, anomaly detection — using the unified profile.	Should	At least 2 predictive models are in production use by business teams within the first year.
BR-5.3	Operational issues (data quality, pipeline failures, billing/usage anomalies) must be visible to the owning team without manual log inspection.	Must	Mean time to detect a data-quality regression is under 30 minutes.

📤 BR-6 · Destinations & Activation Planned