Today is Global CX Day ⭐ A good moment to reflect on what customer experience really means.
For me, it starts with one simple principle: always start with the customer.
Customers rarely value a product, service or solution for its own sake. They value the outcome it creates for them.
But how do we really know what customers value?
It’s not enough to ask. Customer insight comes from looking beyond what customers say to what they do and experience.
What makes their experience easy and effortless?
Where do they see real value?
What makes them feel understood and valued?
Where do they struggle or experience unnecessary effort?
And perhaps most interestingly: where have they stopped complaining because they no longer expect anything to change?
That’s where customer insight becomes valuable, not because there is more data, but because it helps us understand what we could do differently.
And CX is everyone’s responsibility. Every interaction shapes the customer’s experience, and every function has a role to play in creating value. That is where trust and loyalty are built over time.
Yesterday, I had the opportunity to join our CX community session as a panelist and exchange perspectives with colleagues from across the business. It was a great reminder of how much we can learn from each other when we put the customer perspective at the center.
Thank you to everyone who contributed to the discussion and shared their perspectives. ⭐
Annaleena Lehikoinen Laura Gutierrez Vite Minna Forsell Anh Vu Pia Vaquer Abdul Moiz Javed Hady Nemr Alexandra Luca Sven Hult
#GlobalCXDay #CustomerExperience #CX #CustomerCentricity #KONE