In this episode of The Joy of CX, host David Cox discusses the mechanics of creating functional excellence in customer experience (CX). He explains the importance of measuring and managing customer interactions to eliminate obstacles between the customer and the organization.

The episode emphasizes the significance of Net Promoter Score (NPS) as an overall gauge of customer experience, noting its limitation in diagnosing specific issues.

David introduces a framework for focusing on dissatisfied customers and understanding the root causes of their discontent by asking them directly. He advocates for simple yet effective feedback mechanisms and outlines the essential elements of governance in CX management, including single-point ownership and high-level monthly reviews.

The goal is to make customer feedback a foundational aspect of business operations, ultimately creating a more customer-centric organization.