CX EXPANSION DECK
CX Expansion
Customer experience specific. Front door, back office, feedback loop.
12 prompts · 36 responses
SPICE
Sharper. Senior rooms that can take it.
TRY A PAIRING
How a prompt and a response actually land together. Shuffle to feel the deck.
PROMPT
The customer journey map we drew shows…
A customer journey map drawn in a workshop without any customers in the room.CX EXPANSION
PROMPTS · 12
PROMPT
The customer journey map we drew shows…
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Our NPS score went up when we…
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The feedback we heard but couldn't act on was…
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'Customer obsession' at all-hands vs in Jira is…
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The persona we built the product for would actually…
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The CX scorecard we review quarterly measures…
PROMPT
Our omnichannel experience in practice is…
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The escalation that landed on our desk originated in…
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Our Voice-of-the-Customer program produces…
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The insight from user research we shelved was…
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The owner of the end-to-end customer journey is…
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The adoption metric we're proudest of measures…
RESPONSES · 36
A customer journey map drawn in a workshop without any customers in the room.CX EXPANSION
A 'moment of truth' the org literally can't reach.CX EXPANSION
A journey map that stops at 'purchase,' which is where the real journey starts.CX EXPANSION
A persona built from segments, not from interviews.CX EXPANSION
A persona that matches our roadmap instead of our users.CX EXPANSION🌶️ HOT
An insight from research that was 'taken into consideration.'CX EXPANSION
The insight we shelved because acting on it would require a reorg.CX EXPANSION🌶️ HOT
A retention metric that doesn't exclude dormant accounts.CX EXPANSION
An MAU figure inflated by the notification campaign.CX EXPANSION🌶️ HOT
The three customer stories retold at every leadership forum.CX EXPANSION
A Voice-of-Customer dashboard that product doesn't look at.CX EXPANSION
A monthly CX report, last opened in April.CX EXPANSION
A customer council that confirms the roadmap we'd already committed to.CX EXPANSION🌶️ HOT
'Customer-first' as a stated value, followed by an OKR that's all revenue.CX EXPANSION🌶️ HOT
A North Star metric reverse-engineered from the earnings call.CX EXPANSION🌶️ HOT
A CSAT score averaged across two hundred thousand customers and three touchpoints.CX EXPANSION
An NPS survey sent at the only moment the customer is satisfied.CX EXPANSION
A CSAT number built on a sample of people willing to answer surveys.CX EXPANSION
A CX scorecard of KPIs each owned by a team that can't move them.CX EXPANSION🌶️ HOT
A benchmark study tuned to produce the answer we wanted.CX EXPANSION🌶️ HOT
An adoption metric that counts the install, not the use.CX EXPANSION
Category leadership awarded by a panel we paid to attend.CX EXPANSION🌶️ HOT
A 'customer-centric transformation' now on its fourth name.CX EXPANSION
'Human-centered design,' meaning we hired a designer.CX EXPANSION🌶️ HOT
A 'Voice of Customer' capability that's a SurveyMonkey subscription.CX EXPANSION🌶️ HOT
A 'customer experience' initiative that's a CSAT dashboard.CX EXPANSION
A service blueprint showing only the stages owned by the team that drew it.CX EXPANSION
Fourteen customer channels, zero integrated.CX EXPANSION
A digital front end handing off to a manual back end.CX EXPANSION
An escalation path that routes the complaint to the team that caused it.CX EXPANSION🌶️ HOT
A customer journey meeting that ran for ninety minutes without naming a customer.CX EXPANSION
Six teams with a stake in the journey, none accountable for the outcome.CX EXPANSION
A Chief Customer Officer whose charter is 'stakeholder alignment.'CX EXPANSION🌶️ HOT
A roadmap shaped by whichever customer emailed the CEO last week.CX EXPANSION🌶️ HOT
The feature built because one enterprise logo asked for it.CX EXPANSION
An end-to-end journey owned by the CX team on paper, by nobody in practice.CX EXPANSION🌶️ HOT
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