CX Strategic Knowledge · CX Methods
Foundational Concepts & Terminology
Customer-centricity is not a value statement. It is the systems that make delivery match the promise.
Core vocabulary for CX strategy work: behavior triggers, customer-centricity, democratization of CX, product dictatorship, and time to real resolution. Precise terms matter because vague ones let bad practices hide.
Customer-centricity is a group of systems and processes that let an organization deliver exactly what was promised. Not a poster, not a value. Behavior triggers are the proactive system or human responses that help customers before they become sad metrics.
Two terms describe how organizations go wrong. Product dictatorship is when Product holds so much power it dictates what gets built without accountability to users or other domains. Democratization of CX is letting anybody in the company perform specialized research or design work regardless of training or proficiency, which sounds inclusive and often produces unqualified work.
Time to Real Resolution is the leading indicator to watch: the gap between first becoming aware of a problem and releasing a real fix. Not acknowledgment, not a ticket. Shipped code.
Apply this
Reading about foundational concepts & terminology is one thing. Seeing where it applies in your journey is the useful part.