CX Strategic Knowledge · Ethics & Economics
Key takeaways (non-negotiable)
Metrics do not absolve harm. If your growth depends on customers not noticing, it is deception.
Five non-negotiable principles on quality and ethics: poor CX always has a calculable cost, ethical design is a CX responsibility, consent without choice is deception, metrics never absolve harm, and customer-centricity requires values plus governance.
These are the lines that do not move. Teams negotiate them away one exception at a time — a dark pattern here, a buried cancel button there — until the culture is customer-peripheric and nobody remembers deciding it.
- Poor CX always has a calculable cost
- Ethical design is a CX responsibility
- Consent without choice is deception
- Metrics do not absolve harm
- Customer-centricity is values plus governance
Consent without choice is deception.
Apply this
Reading about key takeaways (non-negotiable) is one thing. Seeing where it applies in your journey is the useful part.