Blog Post
Stop Speaking Custonomics
Start speaking in the dialect that gets heard.
by Edward Murphy

𝗠𝗼𝘀𝘁 𝗖𝗫 𝘁𝗲𝗮𝗺𝘀 𝘀𝗽𝗲𝗮𝗸 𝗖𝘂𝘀𝘁𝗼𝗻𝗼𝗺𝗶𝗰𝘀.
They mash two languages together in the same sentence:
• Empathy, frictionless, delight.
• Growth, revenue, ROI.

The intent is right.
The impact is wrong.

Because every part of the organization already has its own dialect:

• CEOs → ROI & shareholder value
• CROs → revenue
• CMOs → brand
• CFOs → cost & risk
• COOs → efficiency & scale
• Product → adoption, retention & customer value
• IT → uptime & security

When CX tries to speak all of them at once, the result is muddled.
The message gets lost.

𝗘𝘅𝗮𝗺𝗽𝗹𝗲 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗻𝗼𝗺𝗶𝗰𝘀:
“By making the onboarding journey more delightful, we’ll improve retention and shareholder value.”

𝗘𝘅𝗮𝗺𝗽𝗹𝗲 𝗶𝗻 𝗽𝗿𝗲𝗰𝗶𝘀𝗲 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲:
“By improving the onboarding experience, we’ll decrease drop-off by 15% and protect $12M in recurring revenue in the first year.”

Which one do you think the leaders will hear?

The teams that win aren’t “Custonomic.”
They’re 𝗺𝘂𝗹𝘁𝗶-𝗹𝗶𝗻𝗴𝘂𝗮𝗹 𝗮𝗻𝗱 𝗽𝗿𝗲𝗰𝗶𝘀𝗲.

They keep empathy, frictionless, and delight—
but translate them into ROI, revenue, brand, efficiency, or value, depending on the audience.

CX doesn’t fail because it lacks insight.
It fails because it scrambles the message.

Stop speaking Custonomics.
Start speaking in the dialect that gets heard.

At ImprintCX, we help organizations cut through Custonomics and translate experience into ROI, revenue, and brand impact. If your team is stuck in the muddle, let’s talk.