What CX Teams Are Really Stuck On Right Now
Less noise. More signal. And a path forward.
I recently came across a thoughtful thread in the r\customerexperience community that asked a simple but revealing question:
What CX problem are you actually stuck on right now?
Not tools. Not frameworks. Just the pain point that hurts the most inside your organization.
What followed was an honest, pattern-rich conversation across CX, CS, ops, consulting, and leadership perspectives. Different industries, different company sizes—but strikingly similar frustrations.
Here’s what stood out.
(Keep reading to access a free CX Insights tool that mines Reddit for you!)
The Most Common CX Pain (By Far): Fixing the Same Problems Over and Over
One theme rose above the rest:
Teams feel trapped in a loop of solving symptoms instead of root causes.
CX teams are often excellent firefighters. Tickets get resolved. CSAT stays stable. Customers are responded to quickly and politely.
But the underlying product issues, policies, and processes?
They stay untouched—because ownership lives somewhere else.
As one commenter put it, CX teams are rarely empowered to be arson investigators.
The result:
The same issues resurface week after week
Frontline teams absorb customer frustration for problems they didn’t create
Burnout increases while real progress stalls
This isn’t a people problem. It’s an operating model problem.
Feedback Is Collected… Then It Gets Stuck
Another recurring frustration:
Organizations gather massive amounts of customer feedback, but it rarely turns into decisions or change.
Not because teams don’t care—but because:
Feedback lives in silos
Insights lose urgency as they move up the org
Leaders see isolated metrics instead of connected stories
By the time insights reach decision-makers, context is gone and accountability is unclear. Data maturity is increasing—but decision maturity often isn’t keeping up.
Without a clean path from insight → ownership → action, feedback becomes noise instead of leverage.
Groundhog Day, CX Edition
Several contributors described the experience as Groundhog Day:
Busy teams
Constant improvements
Yet the experience still feels broken to customers
Why? Because signals aren’t connected.
Feedback might live with CX.
Operational data with ops.
Behavior and loyalty data with marketing.
When teams make decisions based on partial views, they fix pieces of the problem—but never the whole thing.
The few times organizations break this loop, it’s rarely because of a new framework.
It’s because teams finally align around the same customer story.
A Reframe That Resonated: CX Issues as Cost Savings
One especially interesting perspective reframed CX complaints as something else entirely:
Many CX issues are actually cost-saving opportunities in disguise.
Recurring complaints often point to:
Rework
Inefficiencies
Process friction
Translated into the language of cost leakage and reinvestment, CX insights tend to land much more clearly—especially with finance and leadership.
When customers repeatedly tell you something is broken, they’re often highlighting waste in the system.
Introducing the CX Insight Finder
Pretty great content so far, right?
I built the CX Insight Finder Custom GPT to help me cut through the noise and surface what CX pros and consumers are actually struggling with right now — straight from real, high-signal discussions on Reddit (not vendor blogs or recycled frameworks).
It’s worked so well for me, I’m making it public. Check it out to get insights 24/7. It’s Free!
Keep scrolling for more!
The Pattern Behind the Patterns
Across all comments, one insight became clear:
“Fixing the same CX issues over and over” isn’t just a problem—it’s the symptom of many others combined.
Lack of ownership.
Disconnected data.
Feedback without decision rights.
Leadership support in theory, not in practice.
Until CX insights come with clear accountability and authority to act, CX is set up to be reactive by design.
The data exists.
The pain is visible.
But the power to change things often lives somewhere else.
A Question to Reflect On
As you read this, ask yourself:
Where do we feel stuck right now?
What issue keeps resurfacing despite our best efforts?
And what would actually need to change—structurally—for that loop to break?
Progress in CX rarely comes from doing more.
It comes from realigning ownership, incentives, and decision-making around the customer.
That’s where the loop finally breaks.
What Successful CX Leaders Do on Sundays
DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
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Have feedback? Tell me what’s working, what’s not, or what you’d love to see next.
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