CXSA XTalk: The Empathy Bottleneck - Why CX Fails in the Middle
Wed, 26 Aug
|Online link to be shared closer to the date
How to rebuild the bridge between your executive vision and your customer’s reality in the layer responsible for making everything work: Middle Management
Time & Location
26 Aug 2026, 17:30 – 18:30
Online link to be shared closer to the date
About the event
Join our Guest speaker, Edwin de Lange of BX Bureau, and discover why middle managers have become the critical “translation layer” for culture, purpose, and empathy—and why compression in this layer is quietly undermining even the strongest CX strategies.
This evidence-based conversation demonstrates how to identify decision debt, trust decay, fatigue, and loss of agency before they become burnout, turnover, or customer dissatisfaction—and how to restore the middle layer that makes customer-centricity possible.