The Handoff Is the Experience

DCX Links Jun 21, 2026

Welcome to the DCX weekly roundup of customer experience insights!

Customers lose trust when they have to carry the work the system should own.

The customer usually doesn’t care which team owns the problem.

They just know when the handoff breaks.

The ignored return. The trip that turns into a planning job. The relay call that slows down basic service. The r…