As CX leaders, why are we here? Largely,
it is to understand, measure and close
the gap between our customers’
expectations of a quality customer
experience and the actual experience
they are having with our companies.
Unfortunately, for most of us and our
customers, the delivered experience is
somewhere less than our expectations.
Consequently we as leaders obsess over
the size of this expectation gap, what’s
driving it and most importantly, what
can we do to drive action to close it for
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