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We Don't Set Out to Frustrate In working with organizations of all sizes, we've noticed a consistent pattern: The things teams think are helping often quietly erode trust instead. Whether it’s over-relying on automation, asking for feedback you don’t act on, or designing loyalty programs that feel more manipulative than meaningful, the impact is the same. Fixing CX "No-Nos" In this piece, we walk through some of the biggest CX "no-nos" we see in the field and why correcting them matters. We...
Siloed XM Costs Clients Meet Jordan, Head of Customer Experience (CX), and Priya, Head of HR. For months, Jordan had been fielding complaints from a key client about “inconsistent service” and “mixed messages.” But every internal KPI showed CX was fine. Meanwhile, Priya was struggling with high attrition in frontline roles – especially among support staff. Exit interviews revealed burnout and confusion about their role in delivering the customer promise. Neither had realized the two issues...
Daily Latte -> Tense Moment -> Wake-Up When a senior executive watched a customer berate a young barista over a delayed coffee order, she didn’t just see a rude exchange. He saw a mirror. “That could’ve been one of my frontline employees. And that barista? He handled it better than some of our managers might have." Respect Isn’t Optional. It’s Foundational That moment sent her down a path of reflection. How does her organization treat people? Not just customers with buying power...but...