CX Strategic Knowledge · CX Operations
11 pillars & ucd: common pitfalls & anti-patterns
Most CX failure is not ignorance. It is a short list of anti-patterns teams repeat anyway.
Customer-centricity programs fail in predictable ways: CX confined to research, journeys drawn as funnels, feature obsession, speed worship, and starved teams. Naming the anti-patterns is the first step to auditing your own operation against them.
CX programs rarely fail in novel ways. The same anti-patterns show up across organizations, and most of them are structural choices, not accidents.
- Treating CX as research only, with no authority to act
- Drawing journey maps as sales funnels
- Using 'awareness' as if it were a customer concept
- Feature obsession over task completion
- Speed worship over doing the right thing
- Underfunding CX teams, then blaming them
One more deserves its own line: ignoring tasks that don't monetize immediately. Customers judge you on the whole journey, including the parts that never touch revenue. Audit your operation against this list before launching another initiative.
Apply this
Reading about 11 pillars & ucd: common pitfalls & anti-patterns is one thing. Seeing where it applies in your journey is the useful part.