Glamorous CX Disconnects You From Reality
Jan 17, 2026Why enchanting everyone is a sign you still don't understand your customers.
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Reflections on the intersection of customer experience, ethics, and organizational design.
Reflections on the intersection of customer experience, ethics, and organizational design.
Why enchanting everyone is a sign you still don't understand your customers.
While 94% of executives say CX drives business success, 95% admit their digital experience is fundamentally broken.