Purpose
 
Room 10 exists to ensure systems, tools, and operational architecture actively support the intended experience, rather than silently breaking it. It ensures systems support experience, not sabotage it.
 
This room answers the question:
“Do our systems make the right experience easy, or do they force staff and customers to work around them?”
 
Most failure experiences are not behavioural.
They are infrastructure-induced:
Staff know what good looks like but can’t execute
System constraints impose friction on customers.
Workarounds become the norm
CX initiatives fail due to “IT limitations”
 
Room 10 exists to align infrastructure to experience intent.
 
Room 10 is NOT:
A technology implementation project
An IT-only initiative
A systems upgrade for its own sake