Customer experience is often treated as a branding detail or a nice to have. In reality, it is becoming one of the last real competitive advantages as organizations downsize and shift toward fractional and contract based workforces.
This episode looks at why agencies are being praised for rediscovering customer journeys, why so many organizations still fail at basic CX, and how workforce fragmentation makes the problem worse, not better. If no one owns the experience, price becomes the only lever left. That is a race to the bottom.
If you are leading a team or organization and CX feels fragmented, that is usually a system problem, not a people problem.
This is a short Signals episode. Signals are brief directional pings where I talk through early patterns I’m noticing, not predictions.
→ SHOW NOTES
Accenture Article - https://digiday.com/marketing/this-is-what-the-future-will-look-like-accenture-song-has-moved-upstream-of-advertising/
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