Your CX Problem Is a Permission Problem

Customer journeys break when teams are afraid to say what customers are already feeling.

The complaint isn’t the beginning.

By the time a customer calls, cancels, escalates, posts, churns, or lights you up in a survey, the experience has usually been broken for a while.

Someone inside the company saw it.

The app said one thing. The agent saw another. The billing notice confused people. The policy looked reasonable in a meeting and absurd in re…