The #CX Perception Gap
CX Journey
MARCH 13, 2018
There’s this thing called the customer experience perception gap ; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." Remember that this was 2005. Companies don't take the time to really understand their customers: to listen (VoC), to characterize (personas), and to empathize (journey mapping).
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