All Things Being Equal: Customer Experience is EASY!

Hypothesis: A single functional corporate group can define, control and execute successfully on the customer experience

Hypothesis: A single functional corporate group can define, control and execute successfully on the customer experience

I graduated college with a degree in Economics. It was a quite awhile ago, so about the only thing I remember well is the term ceteris paribus — or “all things being equal.” It was quite the handy phrase because in economic theory, it was impossible to predict anything with all of the moving parts that influence an outcome.

“In this scenario, demand should rise…all things being equal”

I’ve just showed you why the opinion of economists isn’t worth the cost of it’s digital footprint (or for the kids out there, “the paper it’s written on”).

I see this thinking quite often in a few places. First, process transformation typically has local focus. In other words, we have a difficult time finding sponsors that have broad enough authority to take a critical look at the entire end-to-end. As a result, we find local optimization that tends to sub-optimize the end-to-end process (w…