Spill the Tea | Badge of the Month | May 2026

I feel like I’m already living this! My Claude usage limit seems to hit instantly these days, so I've had to become more intentional about when I use it and how. Less word vomit, more deliberate prompting and for tasks that I know I can’t do (vibe coding) rather than for convenience (helping me word an email). 

The CX Tea -

Companies keep saying they are “customer-centric”, but still measure success mainly on ticket closure time instead of whether the customer’s problem was actually solved.

Fast responses don’t always mean good experiences. Customers remember how easy you made their journey, not how quickly you closed a case in the system.

Real CX maturity starts when organizations stop treating feedback as reporting data and start using it to drive operational change.

Well said! The change management behind this with some leaders can be difficult especially during time of transition in survey platforms. The experience drives the sentiment.

or how about spilling the beans 😁 This personal pet peeve on a popular company phrase "we're listening". 

Although many CX brands pitch their platforms as being great at ‘listening’ the majority are actually only really good at ‘asking’ - through surveys. 

With the advent of support experience outfits like SupportLogic that track sentiment we’re a step closer to actually ‘listening’ which is an exciting development. 

Adding AI to the mix helps on the ‘thinking’ front although some argue 'intelligence' is a misnomer... 

But many organisations still struggle in achieving meaningful follow on steps through 'acting’. Although done by individuals, I wonder if this is being done at scale anywhere with tanglible results. By 'acting', the Experience Management process (or capability) would not just be good at collecting data, but through understanding would develop insights and execute improvements without the customer ever realizing it. Ideally you'd have a process with enough data points, intelligence and automation that would continually improve the Customer Experience without having to ask about their experience!