The Silence of the System white paper by Good CX and Half Time Orange, shown as a printed document

Research

Good CX runs original research into why customer experience and employee experience transformation stalls between intent and action. The study is built to grow: the same questions, future waves, stronger patterns. Everything here is free, and all of it is citable.

The Silence of the System (2026)

Six findings from 123 senior leaders across Australia and New Zealand on where the customer signal dies inside organisations that look fine on the dashboard, the biology of why, and The Crossing Model™. Produced with our research partner Half Time Orange.

Read and download The Silence of the System

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