CX Obsession - for CX and Process people - Getting more scientific about the Customer Experience

“It isn’t about the certificate.” So what is it about?

It’s the capability you can’t see: how to use CX as a strategic asset to grow your business, win the triple crown, and increase shareholder value. Growing CX value across three dimensions isn’t hyperbole. It’s the foundation of your business: Outstanding Customer Experience drives retention and advocacy, which drives growth and value.

Imagine if your teams felt that kind of energy every day?

Upskill your people, until they can train themselves. That’s the key. Invite your teams to come and learn how to do this stuff themselves. Apply Outside-In thinking to their own business. Invite them to work with the CEMMethod. Upskill. Train. Scale.

What is an SCO?

An SCO is the result the customer values, not the activity you perform. It’s defined in their language, not in corporate jargon. Customers don’t care about your process maps or internal milestones — they care about whether their problem is solved, their need is met, or their aspiration is fulfilled. This distinction is critical because it forces organizations to listen differently.

What would change this conclusion?

1. Stronger empirical evidence proving NPS’s predictive superiority over other metrics across multiple industries 2. Standardized, auditable reporting to minimize gaming/comparison issues 3. Consistent integration with behavioral/financial data showing causal link between NPS changes and business outcomes References 1. Reichheld, F. (2003). The One Number You Need to Grow. Harvard Business Review.