Issue 1: September 2025
Theme: CX Lessons from Being Othered by Injustice – Experience, Dignity, and Inclusion
Within our journey lie valuable insights into the ways our life experiences shape who we are—and how we serve others.
At its core, human experiences remind us that our past is not separate from our professional lives; instead, it informs us of the way we listen, empathize, and design meaningful experiences.
By reflecting on lived moments, we uncover timeless truths that guide us toward better human connections, stronger organizations, and more impactful service.
Together, we will explore how personal history becomes professional wisdom—and how those reflections can empower us to elevate CX in every interaction.
I was eleven years old, standing at a bus stop, towel under my arm, waiting for the bus to the public swimming pool. Two white children played on the ‘whites only’ bench nearby. I longed to sit with them, to laugh for a moment. But fear, signs, and silence held me back. Their bus arrived first. They left without looking back, their laughter fading behind me.
- An ordinary day made extraordinary by injustice.
- A child confronted by exclusion and invisibility.
- A system designed to instill fear and reinforce inferiority.
- The question that lingered: Was I even seen?
- A childhood moment revealing the lifelong impact of being othered.
CX Principles That Shine Through
| Insight from Story | CX Lesson |
| Longing for recognition but denied it | Empathy is the foundation of experience |
| Fear and invisibility remembered more than the swim | Emotional imprints last longer than transactions |
| Exclusion by signs and silence | Inclusion is non-negotiable |
| A smile or glance could have changed everything | Small gestures send big signals |
| The haunting question: “Did I exist for them?” | Customers want to be seen and recognized |
| Internalized rules can be pathological | Systems must be audited for harm |
| Child sensed choices existed despite fear | Voice and agency empower customers |
Leadership Takeaway
- This chapter is a reminder: Experience is never neutral—it always reflects values.
- Customers remember dignity, inclusion, and empathy far more than services or products.
- Micro-interactions can carry the weight of entire relationships.
- Unexamined systems perpetuate harm unless intentionally redesigned.
- Leaders who empower voice and recognition move from exclusion to belonging.
Closing Thought
“Customer experience is not about convenience—it’s about creating spaces where people feel safe, seen, and significant.”