Years ago, an IT executive who was my boss had a habit that drove everyone a little crazy: whenever a project was proposed, a ticket was closed, or a plan was presented, he'd ask the same five words. What is the customer experience?
It became so associated with him that it ended up on a coffee mug — a birthday gift, half joke, half tribute. The annoying part was that he kept asking it, because it was a genuinely good question. Eventually, it stopped being his question and became a habit of its own.
It shaped how technology and operations teams were led for years afterward — not as a slogan, but as an actual test applied to real decisions: does this move the needle on the customer experience? If it doesn't, and it isn't mandated, why are we doing it?
WITCcE isn't something one person asks. It's something a whole team learns to ask.
