Customer Experience Decoded
Michael HowlettPractical CX insights without the fluff. Real case studies and frameworks that actually work. For CX professionals and business leaders who want actionable strategies to build customer experiences that drive results.
| Platform |  | Pricing | Only free issues | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 18 | Subscribers | Read | cxdecoded.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
CX has become a reporting function, and nobody wants to admit it
Most organisations are not short on customer insight.
Where customer experience quietly becomes operating cost
Most SME owners I speak to don’t describe their problems as customer experience issues.
The CX Chasm: Are We Prioritising, or Just Cosplaying “Customer Centricity”?
Is Customer Experience (CX) actually a priority in your organisation, or is it just the “corporate astrology” of your Q1 roadmap?
You asked for feedback. Then you went quiet.
Every organisation I know say they value customer feedback. They run surveys, track scores, and circulate dashboards that show how seriously they’re taking the customer voice. On the surface, it all looks healthy.
Authors
The writers behind this newsletter.
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