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Point of View · Root Cause
Stop buying dashboards, start buying diagnoses
Why the CX technology estate keeps growing while the same three root causes generate most of the complaints, year after year.
May 2026 · 7 min read
The CX technology estate keeps growing while the same three root causes generate most of the complaints, year after year.
Diagnosis is a deliverable
A dashboard reports a symptom. A diagnosis names a cause, an owner and a date. Buy the second one.