Years ago—actually nine years ago, in February 2015—I wrote about “The 7 Deadly Sins of Customer Experience.”

I shared that article on LinkedIn recently and recognized that the sins may need some updating. I don’t disagree with the sins I originally wrote about, but I’m OK with consolidating, updating, and fine-tuning the existing ones, which are...
1. No executive commitment
2. Lacking CX (customer experience) vision and strategy
3. Failing to outline a governance structure
4. Not understanding—and listening to—customers
5. Not acting on what your customers tell you
6. Making the employee experience an afterthought
7. Perpetuating inside-out thinking

...and adding two new ones.

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