CX insights from current events: we should be paying attention!

AdamK12 · 2025-04-08T17:15:09+00:00

Cross-posting here for additional reach (and thanks to @AlonsoC for the suggestion!One of the things I’ve learned in my career is that it’s often valuable to separate the message from the messenger. Regardless of what you think of Elon Musk, he recently gave a US federal agency’s customer experience survey as an example of waste; seemingly, not so much due to the cost as due to the fact that it wasn’t used to identify tangible business insight or, in his words, to create “feedback loops.”In our practice at the National Library of Medicine, we’ve known from the jump that we’re not gathering customer feedback because it’s interesting or for its own sake, but to identify business improvements that we can implement, test, and validate. It’s essential for building credibility and underscoring the value of what we do. Elon Musk was shocked by the amount of waste and fraud found by DOGE #foxnews #shorts #elonmusk

CX insights from current events: we should be paying attention! | Experience Community

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