Every CX problem has a root. Most organisations treat the symptom and wonder why nothing changes. This template forces you to name your single biggest experience breakdown, then map exactly what is driving it and what it is costing you. Three root drivers. Three downstream i
Start in the centre, name your biggest CX problem. Then work left, what is driving it organisationally, structurally and externally. Then work right, what is it costing you in trust, behaviour and commercial impact. Do it in a team session. Disagreement about the answers is the most valuable thing that can happen.
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Stops teams treating symptoms instead of cause
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Makes the cost of inaction visible, commercially and reputationally
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Creates shared understanding of where the real problem sits
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The starting point for any CX improvement that actually sticks