Improving Customer Experience - follow up story

Driving a better customer experience on your product

What happened after writing a recent Product Management IRL article? These insights are for premium subscribers to Product Management IRL.

This week’s backstory is about improving the customer experience (CX) on your product:

Product Success with Customer Experience (CX)

What Prompted this Article?

A Substack newsletter writer, Craig Strong, wrote an article about the value of a dedicated customer experience (CX) lead on product teams. Craig also commented that many teams don’t have embedded CX help. Do many other product managers have a CX lead for their product?

I posted a survey on LinkedIn to see how other product teams handle CX.

Out of this small sample, there wasn’t a clear answer!

I decided to write about the role of CX on a product team in this article. I concluded that the product manager's responsibility is to drive the CX requirements.

What Happened After this Article?