CX Strategic Knowledge · CX Philosophy
Challenging Current Ways & Core Terms: COMMON PITFALLS & ANTI-PATTERNS (Explicit)
The seven CX anti-patterns are familiar because your organization is probably running several right now.
A short, explicit list of the habits that undermine customer experience: speed over quality, Lean and Agile theater, siloed metrics, ignored complaints, overconfident assumptions, CX treated as a department, and design, QA, and accessibility retrofitted at the end.
None of these anti-patterns announce themselves. Each looks like normal operating procedure until you list them together and count how many describe your organization.
- Speed over quality
- Lean and Agile theater
- Siloed success metrics
- Ignoring complaints
- Overconfidence in assumptions
- Treating CX as a department
The seventh belongs on its own line: retrofitting design, QA, and accessibility. These are load-bearing parts of the experience, and bolting them on late costs more than building them in — in rework, in attrition, and sometimes in court.
Apply this
Reading about challenging current ways & core terms: common pitfalls & anti-patterns (explicit) is one thing. Seeing where it applies in your journey is the useful part.