Your customer doesn’t feel your org chart — but they feel your slowness. Most customer pain isn’t created by bad intentions. It’s created by slow intentions. Not cruelty. Not incompetence. Not negligence. Just… slowness. Procedural, glacial, bureaucratic slowness. While companies debate, align, meet, discuss, and re-discuss, customers are out there living the consequences. And here’s the thing: your customers never blame your hierarchy. They blame how long it takes. Your org

I see and hear many CX professionals with great intentions when it comes to improving touchpoints in the customer journey and the...