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Key Takeaways Most organizations don’t stall because CX transformation is impossible. They stall because they misdiagnose where they’re stuck.
Platform, people and process are the three pillars of CX transformation. The organizations that stall are almost never stuck on all three at once. They’re strong on one or two and weak on another.
Most organizations have a clear and obvious constraint in one of these three areas, and they usually can recognize which one it is pretty quickly.
Transformation has become the default vocabulary in customer experience (CX). Leaders who were once dedicated to improving service are now talking about reinventing it. The ambition is widespread, but the execution often falls short.
I’ve spent a lot of time trying to understand why. It’s not that these are misguided CX leaders running antiquated organizations. They have budget, executive attention and a genuine mandate to change. And yet after years of pursuing change, many of them are still further from genuine transformation than they expected to be.
What I’ve come to believe is that most organizations don’t stall because transformation is impossible, or even particularly complicated. They stall because they misdiagnose where they’re stuck.
The 3 pillars of CX transformation
When I look at the organizations that are actually moving, the difference tends to come down to three dimensions. I think of them as the three Ps: Platform, People and Process.
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