#CX Club – Round 5 – CX Principles (3) – CX is a gap, You only control part, EX, Ownership & Profit
Ian Williams
JANUARY 11, 2020
The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc. The airline should be working with these authorities to improve the experiences their customers get.
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