CX Strategic Knowledge · CX Misconceptions
Strategic principles from this batch
Empathy without action is meaningless. Research precedes experimentation. Artifacts must lead to decisions.
Six principles separate customer-centric practice from customer-centric theater. They cover empathy, artifacts, innovation, research sequencing, experimentation, and accountability. Each one is a test you can apply to your own CX program.
These principles are diagnostics. Run your CX program against each one and see where the theater is.
- Empathy without action is meaningless
- Artifacts must lead to decisions
- Innovation starts with fundamentals
- Research precedes experimentation
- Experimentation must reduce risk, not create it
- Customer-centricity requires accountability
The pattern across all six: output is not the goal. A journey map that changes nothing, an experiment that validates nothing, a workshop that decides nothing — these are activity, not progress. Every artifact and every test should trace to a decision someone actually made.
Apply this
Reading about strategic principles from this batch is one thing. Seeing where it applies in your journey is the useful part.