Bridging the CX Perception Gap

Bridging the CX Perception Gap

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing...
Bridging the CX Perception Gap

Who is Responsible for Transformational Organizational Change?

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX...
Bridging the CX Perception Gap

Improving Contact-Center CX

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times...
Bridging the CX Perception Gap

Mapping Customer Journeys Through a Systems Lens

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality...

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