CX Strategic Knowledge · CX Operations
11 pillars & ucd: key takeaways (non-negotiable)
CX is a system, not a department. Everything else follows from that.
Five non-negotiables anchor real customer-centricity: it requires internal sacrifice, it is a system rather than a department, evidence beats opinions, UCD is the execution backbone, and journeys are task-driven rather than funnel-driven.
Most CX principles are negotiable in practice. These five are not. If an organization violates any one of them, it is doing something other than customer-centricity, whatever it calls the program.
- Customer-centricity requires internal sacrifice
- CX is a system, not a department
- Evidence beats opinions
- UCD is the execution backbone of CX
- Journeys are task-driven, not funnel-driven
The first one is the filter. If becoming customer-centric has cost your organization nothing internally, it has not happened yet.
Apply this
Reading about 11 pillars & ucd: key takeaways (non-negotiable) is one thing. Seeing where it applies in your journey is the useful part.