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A blog by StreetSmart CX

InsideCX

Customer centricity in practice

How companies understand their customers and what they do with it. Based on real situations, with steps you can put into practice. A new article every month.

Current season

A navigation system instead of maps

In large organizations, every department has its own picture of the customer, and each one is right on its own terms. The series shows how journey management turns these pictures into a shared basis for work.

  1. 1 Everyone knows a bit of the customer 2 min · October 2026
  2. 2 Episode 2 coming in November You'll hear about it in the newsletter
  3. 3 Episode 3 coming in December You'll hear about it in the newsletter
Completed season · 5 episodes

NPS Burnout

Many companies have measured customer satisfaction for years and still don't know what to change. Using the example of a machinery manufacturer, the series shows why a sentiment metric alone doesn't get you there and what works instead.

Read from the beginning: Episode 1
  1. 1 NPS Burnout Pt. 1 — “I’ve got enough numbers.” 3 min · June 2026
Episodes 2 to 5
  1. 2 NPS Burnout Pt. 2 — On classic CX metrics. Or: Never trust a statistic you … 3 min · June 2026
  2. 3 NPS Burnout Pt. 3 — What leadership really hears 4 min · July 2026
  3. 4 NPS Burnout Pt. 4 — “We're on it, first findings tomorrow.” 4 min · August 2026
  4. 5 NPS Burnout Pt. 5 — Fewer appeals, more evidence. 3 min · September 2026

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