The New 10 Commandments of CX

10 brutal truths CX leaders can’t ignore—unless you’re cool with churn, chaos, and getting ghosted.

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Executives love to talk about how to earn customer loyalty.

But loyalty isn’t earned through dashboards, surveys, or scripts.

It’s earned in the messy, emotional, real moments—when things break, when handoffs fumble, when silence gets louder than support.

If you’re leading CX and trying to keep everyone happy, you’re already losing.

Because CX isn’t about being nice.

It’s about being real.

It’s about fixing the stuff no one wants to touch.

And doing it before customers disappear—and take your credibility with them.

So what do you actually need?

Not another tool.

Not another talk track.

You need a set of rules that don’t flinch.

So here they are.

Frame them.

Fight with them.

Use them to call BS on the next half-baked roadmap review.

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