Why Leadership Teams Don’t Fix CX – They Protect the Decisions That Broke It

How customer complaints expose the tradeoffs your organization stopped seeing long ago.

The company’s story vs. the customer’s reality

Companies are very good at explaining their own bad customer experiences.

Inside every company, there are reasons for why things work the way they do. A process exists because of a regulatory requirement. A delay is the consequence of a staffing shortage. A policy was created after a costly mistake. A feature…