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 our customers.

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