Bridging the Gap Between the Experience Customers Want and the Experience You Provide

There is a gap between the experience companies provide and how their customers view that experience. Companies tend to believe that they provide an exceptional experience, and the customer is less than blown away. To successfully compete for and retain customers, companies need to recognize this gap and then focus on closing that gap, which is going to require significant change on the part of the company along with adoption of customer experience (CX) business processes and technologies to really understand and respond to the customer perspective.