GROUNDWORK CX™
The Problem

Most organizations have the data, the tools,
and the intent.

The challenge is building an organization that can act on what customers are telling you.

The diagnosis

Customer experience reveals organizational problems.

Customers don't see org charts. They experience the outcomes of systems.

What customers experience
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Experience Delivery
What it reveals
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"Customer centricity tests whether an organization can coordinate around an outcome no single function controls." — Groundwork CX

The symptoms

The symptoms are usually easy to spot.

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Five different symptoms. The pattern between them is organizational.

Three perspectives

Three ways the problem shows up

Not three separate problems.

Different ways the same underlying organizational condition becomes visible, each explored in depth below.

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Understanding customers is only part of the challenge.

The other part is building an organization capable of acting on what customers are telling you.

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