The challenge of trying to promote good Customer Experience practices can be summed up by one picture I ran across today. If you can't read the image, it's a sign from a clinic that reads, "You are not a number to us. Our goal is to ensure you have the best experience possible. Please take a number to help us serve you better."
So, um, yeah, about that...
CX is often in tension with other parts of an organization, which can make it challenging to go from saying the right things to doing the right things. No matter how much effort and research the Customer Experience team puts into creating a better experience, there's always someone else who thinks some other way will be better.
The result can be, like the sign, a jarringly obvious reminder that the organization doesn't really believe its own customer-friendly hype. The person who made that sign probably didn't see the obvious disconnect; chances are it seemed like a perfectly reasonable message for customers.
Sometimes it takes that customer's outside perspective to break through the company's internal blinders.
(By the way, I tried to find the original source of this picture and couldn't, but it has been posted in several other places. Here's a reverse image search if you want to see where it's been.