The Nod Economy

Why executive buy-in feels like progress, protects the status quo, and leaves customers paying for decisions no one wants to reopen.

“We have executive buy-in.”

This sounds like victory in customer experience. It means the leaders understand, the customer story landed, and someone with budget or authority said the experience needs to improve.

The accepted wisdom is that CX teams need more of this: more visibility, more alignment, more senior attention. I think that is mostly wrong. Ma…