CX Strategic Knowledge · CX Methods
Information as power — share it all
Withholding information from CX designers is a power play, not collaboration.
A common organizational anti-pattern: CX designers treated as order takers, fed information in drips, then hit with late-stage objections nobody surfaced earlier. Sharing everything up front is a governance requirement, not a courtesy.
The pattern is familiar. CX designers get treated as order takers. Context arrives in drips, only when someone decides they need it. Then, late in the work, the objections land: what about Z? The information existed the whole time. It just wasn't shared.
Drip-feeding context guarantees rework and erodes trust between teams. The governance rule is simple: share it all, early. Withholding information is a power play, not collaboration.
Apply this
Reading about information as power — share it all is one thing. Seeing where it applies in your journey is the useful part.