When CX Breaks Down, Operations Are the Missing Link
- Sep 18
- 1 min read
Too many CX problems get labeled as "people issues." Slow response times. Inconsistent service.
But what I keep seeing is something else: The systems are working against the people.
This Fast Company piece got me thinking about where service really breaks down. It’s not usually the intent. It’s the lag. The noise. The gap between platforms and real-time decisions.
I’ve worked with teams who care deeply about customer experience, but their tools are outdated, their data is disconnected, and their metrics are impossible to act on.
I have noticed that if CSAT is low, operations are usually the missing link.
What gets in the way of a great experience in your experience? Is it tools, process, or something else?
Article Referenced: https://www.fastcompany.com/91339748/the-cost-of-ignoring-customer-experience-why-poor-service-is-your-biggest-expense
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