Company-Focused CX™
Building Organizations That Act on What They Know
You bought the platform. You made the hires. The dashboards update every morning. And still, nothing changes.
One email, the day it's ready. No list, no drip, nothing else.
You've been told it's a data problem. It isn't.
The research runs. The dashboards update. Someone owns the customer program and does the job well. And yet the same complaints surface in the same reviews, the roadmap still ships things customers did not ask for, and the phrase "we need better alignment" gets said again, by the same people, with slightly less conviction than last time.
Your company knows more about its customers than it manages to act on. That gap, between knowing and acting, is not a failure of insight. It's a failure of structure.
Customer-centricity is built, not declared.
Most advice tells you to care more about customers. You already do. Everyone around your leadership table means it. Caring is not the missing ingredient.
The reason customer evidence does not change decisions is structural, and structure was built, by a hundred reasonable local decisions made while your company was smaller. Which means you can deliberately build your way out of it. This book shows you how.
Two halves. Diagnosis, then foundation.
Why capable, committed organizations still cannot act on what they already know. Where customer evidence goes to die. Why the most motivated person on your team quietly stops pushing. Why more meetings about alignment never produce it.
What to build instead. Not another feedback tool. The organizational foundation that lets every tool, every hire, and every insight finally do the job you bought them for.
This is not a general customer-experience book.
It's written for one reader: the leader at a growth-stage B2B SaaS company that has already invested in customer experience, tools, data, a hire or two, and has not seen the return.
If that's you, you'll recognize your organization in the first pages. If it isn't, this book will feel too specific to be about you. That's deliberate. It's built for the people who feel the problem most, not for the widest possible shelf.
Written by someone who has stood inside the problem.
Dennis Lees is a customer experience strategist and the founder of Groundwork CX.
As Global Director of Customer Experience at GMO GlobalSign, he learned this from the inside: that the hard part is rarely understanding customers. It's building an organization that can act on what it understands.
The book is being written now.
Leave your email and you'll hear from me once, the day it launches. That's the whole promise.
One email, the day it's ready. No list, no drip, nothing else.
Recognize your company and don't want to wait for a book? The book is not the fastest way to fix this. Work with Dennis →