When ‘Good Enough’ Became the Ceiling — Why CX Maturity Requires Continuous Reinvention
A Story to Start In early 2025, a fast-growing subscription platform believed they had “nailed” CX. For two straight years: CSAT was high FCR was strong agent attrition was low customer complaints were minimal operational cost was stable Leadership proudly said: “Our CX is good enough.” Then, slowly: customer expectations evolved competitors improved their support […]