Should everyone focus on "customer experience"..?
Ironically, everyone doing that is unlikely to create the best customer experience...
“Anybody who thinks they've got a solution or they have a plan or a design or anything like that — they’re an idiot. You can’t. Dynamic systems don’t operate like that. You have a thing called emergence. We know this. We know the science on it and emergence is the only thing that can deal with these kind of complexities. All you can do is foster the conditions for emergence.” — Tyson Yunkaporta 1
I recently received the following question by email:
“I work as a Trainer in the world of 'customer focus' although my original background was finance. Your observations about the value of different perspectives resonate – but if you read any CX (Customer Experience) literature these days, the common refrain is that “a CX mindset must be inculcated into every employee” — and then the world will be wonderful…
So, my question is whether we really need everyone in the organization to adopt a CX focus? Or do we need to see that we are in a bigger ecosystem of people with different perspectives – and we need to learn to value those? I hear a lot of voices out there claiming everyone must be this, or that. But I hear you talking about a bigger ecosystem and would be very interested in your thoughts on the above.”
I take up the above question in the 9-minute Future-Fit Culture Frequently Asked Questions video below.
The video above cites this previous article on Creating Conditions for Emergence:
If you have questions you’d like me to address in future videos, get in touch. If we’re not already connected, you can drop me a line via LinkedIn here.
Tyson Yunkaporta is a member of the indigenous Apalech Clan whose homeland is in far north Queensland, Australia. He is also a senior lecturer in Indigenous Knowledges at Deakin University in Melbourne, and in June 2020, published the bestseller ‘Sand Talk — How indigenous thinking can save the world’. The above quote is at 38:45 in Alexander Beiner's interview with Yunkaporta on the Rebel Wisdom YouTube channel.