MANY ORGANIZATIONS APPROACH TRANSFORMATION AS IF IT WERE A CONSTRUCTION PROJECT... BUT CX IS... A PATTERN OF DAILY DECISIONS.
CX TRANSFORMATION
BY MICHAEL BIDWELL
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY MOST CX TRANSFORMATIONS QUIETLY FAIL HOW TO PREVENT THAT FROM HAPPENING.
There is a very specific moment in nearly every customer experience( CX) transformation. It usually arrives shortly after go-live.
The project team is exhausted. Dashboards are lighting up screens across the organization. Leaders congratulate each other on the scale of their achievement. Someone finally says what everyone is thinking:
“ We did it.” 32 CONTACT CENTER PIPELINE
And, for a brief moment, it feels true.
Until the emails start. Until the escalations return. Until supervisors begin quietly allowing exceptions“ just this once.”
CX transformation rarely fails dramatically.
It fails gradually … operationally … and often invisibly.
Not in steering committees. But in performance reviews. In metric trade-offs. In the small daily decisions that slowly pull organizations back toward what feels manageable.
MANY ORGANIZATIONS APPROACH TRANSFORMATION AS IF IT WERE A CONSTRUCTION PROJECT... BUT CX IS... A PATTERN OF DAILY DECISIONS.