CX Strategic Knowledge · Ethics & Economics
Application scenarios (gpt-ready)
Poor quality and deceptive design are business decisions with a price. Learn to name both.
This module covers where cost-of-poor-quality and ethics work gets applied: building the financial case for CX, spotting deceptive patterns, and pushing back on growth tactics that harm customers. It frames CX as risk mitigation, not decoration.
Most CX arguments fail because they arrive as feelings. This body of work is about arriving with numbers and standards instead: a financial case for CX investment, a diagnosis of deceptive or unethical patterns, and a governance recommendation to fix them.
- Build the financial case for CX investment
- Diagnose deceptive or unethical design patterns
- Challenge leadership growth tactics on evidence
- Recommend governance changes
- Reframe CX as risk mitigation
- Guide ethical decision-making discussions
The common thread: CX earns a voice in strategy when it can quantify harm and name the mechanism causing it. Anything less is opinion, and opinion loses to revenue targets.
Apply this
Reading about application scenarios (gpt-ready) is one thing. Seeing where it applies in your journey is the useful part.