CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. Customer service is one of those interactions.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. The first retail customer with whom I interact approaches the checkout register.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

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.” The customer-experience community also has various definitions for MOTs in relation to the customer journey.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

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.” The customer-experience community also has various definitions for MOTs in relation to the customer journey.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100