WITCcE?
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What Is The Customer Experience?

Your team knows what they do.
Do they know why?

Do the people running your technology know who actually depends on their work — by name, not by ticket number? Do they know what happens to your revenue, your customers, your reputation when that work fails? Or do they talk about their job in bits, bytes, and boxes — instead of what it makes possible for the business?

Illustration titled 'Go Find Your Customer — Real conversations. A clearer picture.' showing a person walking from an IT office out to a group of real customers outside a storefront.

Your Customers already know the answer — they experience it every time they interact with your IT. The WITCcE Experience closes that gap before it costs you.

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Ask your team

Would they know how to answer?

Three questions most technology teams have never actually been asked.

Do they know what happens to the business when their work fails?

Have they ever actually met the people who depend on them?

Do they talk about their work in bits, bytes, and boxes — or in what it makes possible?

The vocabulary

Two Customers. Most teams can't confidently name either.

Some can point to a Big-C Customer, at least loosely. Fewer still can name the little-c customers depending on them right now — the people inside your own walls whose work runs through yours.

Big-C Customer

The people who ultimately consume, buy, depend on, or pay for what you provide.

External. The one with somewhere else to go if the experience is bad enough.

little-c customer

The people inside your organization who depend on you to do their jobs.

Internal. Finance, HR, another team, the developer consuming your API — anyone downstream of your work.

The cost of distance

Lose your line of sight and the system pays for it.

Disconnected teams don't just miss deadlines. They over-build, they patch around risk instead of naming it, and they ship things nobody downstream actually asked for.

Distance produces complacency. Proximity produces urgency.

See where your team stands.

Two minutes, no account required — a personalized result and the WITCcE format that actually fits your team.

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