CX Strategic Knowledge · CX Philosophy
Challenging Current Ways & Core Terms: STRATEGIC FRAMEWORKS & MENTAL MODELS
Speed is not Lean, Agile is not customer-centric, and shipping broken things is just fast waste.
Faster delivery is routinely mistaken for customer value. Real Lean cuts fat, not quality; Agile optimizes how you build but never guarantees you build the right thing. And copying startup methods without context imports the risk profile of companies that mostly fail.
The false beliefs are familiar: faster delivery equals customer value, MVP means acceptable quality, we'll fix it later. Speed without quality is waste. Shipping broken things is not Lean, not Agile, and not customer-centric — it just moves the cost downstream to the customer and the support queue. Lean, properly read, prioritizes value, quality, and learning. It eliminates fat, not meat.
Startup worship compounds the problem. Most startups fail, and blindly copying their methods imports risk while ignoring context. A method has to fit your situation, not the conference circuit.
Agile deserves the same scrutiny. The manifesto puts customer satisfaction first; the practice fixates on continuous delivery, with weak customer discovery and no built-in QA for concept quality. Agile optimizes how you build. It has no formal mechanism to validate that the problem is real or the solution is right. That validation has to come from somewhere — and in most teams, it comes from nowhere.
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Reading about challenging current ways & core terms: strategic frameworks & mental models is one thing. Seeing where it applies in your journey is the useful part.