The Moment of Truth – A Co-creation Perspective
SuiteCX
FEBRUARY 22, 2017
I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” Customers have some idea of how much time and effort they should be expending. Think of this as a “running score.”.
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