CX Pros Are Blind To The Line Of Visibility

Most companies don't understand all of the complex interdependencies that shape their customer experience outcomes. As a result, many customer experience (CX) pros and the experiences they are responsible for are blind to the line of visibility — the critical divide between what customers see and don't see during an experience. This failure results in unintentional exposure of ecosystem elements, hides elements that could add value, and corrupts experiences with counterproductive policies and processes. In this report, we highlight ways for CX pros to get a handle on their line of visibility and detail three strategies for incorporating decisions about the line of visibility into their experience design process.