CX Strategic Knowledge · CX Methods
Foundational Concepts & Terminology
Customer-centricity means the delivery matches the promise. Everything else is process.
Four terms anchor this work. Behavior triggers help customers before failure. Product dictatorship is unchecked product-team power. UX ecosystem strategy sits between users and the business. Customer-centricity means delivering what was promised.
Behavior triggers are proactive system responses that reach a customer before they fail and become a sad metric. They flip the usual order: instead of measuring damage after the fact, the system intervenes while the customer is still struggling.
Product dictatorship is the opposite failure mode: product teams with total power to dictate what gets built, accountable to no other function and no user need. A UX ecosystem strategy is the counterweight, a holistic strategy that sits between users and the business so the product-centered mindset does not run unopposed.
Customer-centricity itself has a plain definition: systems and processes ensuring the delivery matches what was promised to the customer. Not sentiment, not slogans. Promise kept or promise broken.
Apply this
Reading about foundational concepts & terminology is one thing. Seeing where it applies in your journey is the useful part.