Roundtable: Why CX & SD Are Misunderstood and Where the Real Disconnect Lies
Join us for a facilitated roundtable that examines why CX and SD practitioners still struggle to achieve sustained influence despite widespread agreement that “experience matters.”
What to Expect
Ever felt like leadership supports CX or SD in theory but sidelines it in practice? Not because they’re hostile, but, because they don’t fully understand where, when, or how experience work creates value.
This roundtable focuses on identifying the root causes of that disconnect without turning the conversation into a complaint session.
What We’ll Do
Through guided discussion and structured reflection, we’ll unpack:
Where misunderstandings between CX/SD and leadership actually occur
How value gets lost in translation across metrics, language, and timing
What organizational structures and incentives reinforce the disconnect
Rather than debating solutions, we’ll work together to diagnose why CX and SD are often excluded from strategic conversations in the first place.
This is a facilitated, discussion-based roundtable. Come ready to share experiences, challenge assumptions, and collectively make sense of where the disconnect truly lies.
What You’ll Take Away
A clearer understanding of the root causes behind CX/SD’s lack of influence
New perspectives from peers navigating similar organizational challenges
A sharper problem definition that can inform future strategy, advocacy, or leadership conversations
Who Should Attend
CX, Service Design, Product, and UX professionals with real-world experience navigating organizational complexity, especially those who have tried (and struggled) to influence decisions beyond their immediate teams.
This session is best suited for mid-to-senior practitioners who are ready to move past surface explanations and engage in honest, strategic reflection.