Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality
Comm100
MARCH 2, 2022
One symptom of this could be a customer who is quoted an organization policy to explain why they cannot get what they want. Some attributes of an operational efficiency approach to CX include: A focus on defining success using KPI metrics (internal fixation) with little or no inclusion of the customers’ jobs-to-be-done needs (external focus).
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