A library, kept by one hand.

Customer obsession is an operating model.

Most CX programmes stall at the dashboard. The score is up on the wall, the steering committee meets monthly, the board asks how it's moving, and it does not move. The instinct is to blame the survey, the sample, the methodology. The truth is quieter: there is no operating model underneath the dashboard, and so nothing converts attention into action.

What follows is the model the practice has been writing about for two years: five questions a serious operator should be able to answer in writing before the next steering meeting. The questions are deliberately boring. The honest answers, rarely.