In short
A CX leak is a specific point in the customer journey where value quietly escapes — a failed onboarding step, an unanswered service moment, an unused digital feature. It shows up late as churn, cost or lost revenue, and it is fixable once you can name and size it.
Leaks are local, symptoms are global
Churn, low adoption and rising service cost are symptoms. The leak is the specific step where the customer lost value or gave up — usually two or three steps earlier.
How to find one
Combine journey research with the customer data you already have, then size each candidate leak in money: affected customers × value at risk × probability.
How to close one
Pick the highest impact × feasibility leak, ship a focused 4–6 week pilot on that single step, and measure the business metric it should move. At O2 this approach produced +143,645 new app users and 10% fewer inbound calls.
See where this applies to your business.
Get your CX Leak Score