A Look Inside the CX Toolbox
When you have a great hammer everything looks like a nail. When you are invested in a certain way of thinking, you tend to want to solve problems from that perspective. Surgeons like to cut, internists like to prescribe, and therapists like to do...well…therapy. It’s only natural, that’s what role specialization is all about. Still, this focus can create opacity to other, potentially useful, points of view.