CX Strategic Knowledge · CX Methods
Core principles to encode in your custom gpt
Eight principles anchor real CX strategy, starting with: research quality determines strategy quality.
A working CX practice rests on a small set of firm principles: research quality determines strategy quality, knowledge gaps are design failures, unresearched journey maps are liabilities, and problem statements come before solutions. Encode them and they discipline every decision that follows.
These are not preferences. They are assertions a serious CX practice defends: research quality determines strategy quality, and every downstream artifact inherits the weaknesses of its inputs.
- Knowledge gaps are design failures
- Task analysis reveals real CX opportunity
- CJMs without research are liabilities
- Personas do not replace observation
- Friction compounds and destroys trust
- Problem statements precede solutions
One more deserves its own line: optimization means shifting effort from the customer to the system. If a fix makes the customer work harder so the business works less, it is not optimization.
Apply this
Reading about core principles to encode in your custom gpt is one thing. Seeing where it applies in your journey is the useful part.