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. Success in training is measured by participation, not by a real increase in skills.
CX Journey
JANUARY 2, 2019
How Do You Measure #CX Success? This is an ongoing conversation: What does customer experience transformation success look like? How do we measure it? First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. How do we show ROI?
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Beyond Philosophy
MARCH 4, 2019
The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. So, What Do We Mean by Authentic Emotion Measurement?
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 organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.
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 organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.
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