CX Is Broken
Customer Experience has become a sophisticated form of corporate self-deception.
Organizations measure surveys, optimize dashboards, and celebrate improving scores – while customers quietly leave for reasons no CX framework can explain. CX does not fail because it is poorly implemented, but because it is built on a false assumption: that people can accurately report experience after it happens.
In an algorithm-driven world, experience is shaped before awareness. CX measures memory and narrative, not mechanism.
Once this is understood, the entire CX industry stops making sense.