GoodCX x Half Time Orange
The Silence of the System
New research on why customer experience transformation stalls between intent and action in New Zealand and Australian businesses, and what organisational biology has to do with it.
82% gather customer feedback. 23% have a clear process to act on it.
That gap is the paper.
Good CX has turned the research into a sharp read on customer experience, employee experience, leadership state and the silence that grows inside organisations when honest information stops travelling.
Half Time Orange powered the diagnostic layer behind the study through Orange Zest.
Join the next wave
The sample is live.
If you complete Orange Zest, you’ll receive your own readiness report by email and your anonymised response will help shape the next wave of the Australasian CX and EX readiness research.
The next wave closes in March 2027.
What Orange Zest looks at
Orange Zest helps show whether customer intent can travel through the business into ownership, decisions and follow-through.
It looks at the internal system behind your customer experience: leadership, insight, ownership, culture, measurement and innovation.
The research only uses anonymised and aggregated findings. No individual or organisation is named.
Ten minutes. Tailored report by email.