CX feels like Product doesn't care.Product thinks CX doesn't get it.
What's missing is someone who's been on both sides. Someone who understands the pain of each, does view one as more important than the other, and who knows what a symbiotic relationship between them looks like.
That someone is me, and the way is what I call Customer Product Operations. I built this practice after living between these two worlds for a decade and a half, knowing there's a better way.
Two teams. One broken loop. Nobody's problem.
Finding out about releases from customers, bugs reports that go nowhere, feature requests that disappear. There's no seat at the table when decisions get made.
Everything feels urgent, feedback and tech issues arrive without context or prioritization. Hard to separate signal from noise amongst other priorities.
Customer Product Ops
closes the loop.
The discipline of building the systems, processes, and infrastructure that let CX and product work symbiotically, not just in parallel. Where customer signal reaches the roadmap and where product decisions prepare the people closest to customers.
This is the connective tissue between them, built by someone who's lived on both sides of the table.