CX IS BROKEN. WE’RE HERE TO UNF*CK IT.

Customer experience should be a growth engine. Instead, it’s been buried under vanity metrics, corporate buzzwords, and survey obsession.

Brands talk about being “customer-obsessed” but deliver broken experiences.
CX teams collect dashboards instead of driving business results.
Leadership still sees CX as a cost center, not a revenue driver.

That changes today.

Unf*cking Your CX is for the CX pros who are done with lip service and outdated playbooks.

  • No more NPS-worship.

  • No more meaningless customer journeys.

  • No more CX as a “nice-to-have.”

CX is a business driver. The leaders who prove it? They win.

what’s f*cked about cx?!

CX isn’t failing because people don’t care—it’s failing because it’s been set up to fail.

❌ NPS-Worship: Still treating a single number like it’s a strategy? It’s not.
❌ "Customer-Obsessed" Lip Service: Brands say it, but their experiences prove otherwise.
❌ Data Without Decisions: More dashboards, zero action. Nobody cares about your reports.
❌ CX Stuck in a Silo: If CX isn’t tied to revenue, you’re always the first budget cut.
❌ The Perception Problem: Leadership still sees CX as a cost, not a revenue driver.

How to Unf*ck It!

CX leaders who win don’t just measure experience—they prove business impact.
Here’s how to make the shift:

North Star Shift: NPS -> Customer Lifetime Value (CLV)

NPS doesn’t pay the bills—CLV does. Tie CX directly to revenue, retention, and expansion.

Dashboards & Reports -> Taking Action and Driving Change

Leadership doesn’t care about dashboards—they care about decisions. Move from reporting to action.

CX as a Cost Center -> CX as a Revenue Growth Engine

If CX doesn’t prove ROI, you’re the first budget cut. Consistently tie actions to business impact with key metric shifts.

Reactive Customer Support -> Proactive Experience Strategy

Fixing problems before they happen is cheaper than damage control. Proactively resolve and reduce through better experience design.

CX as a Silo -> CX as a Cross-Functional Growth Driver

CX doesn’t work alone—it must be the core operating system of the business.

Bottom Line: CX is a Business Driver, Not a Feel-Good Function.

Your job isn’t to collect surveys—it’s to turn customer experience into revenue.