Customer experience consulting: when do brands realize they need it?

Some businesses only invest in CX once problems appear. What early indicators suggest it's time to bring in experienced CX consultants?

A redesign project at my previous company hit a roadblock because everyone argued from their own assumptions rather than data, and it slowed progress for months. While searching for guidance, we came across CX consulting services, and the approach they described mirrored exactly what we needed: outside perspective, structured analysis, and clear priorities. The insights helped the team stop guessing and start improving based on real customer behavior.