CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. Customer service is one of those interactions.

2018 37

2018 2005 2019 ROI 37

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Speaking of KPIs, let’s turn to the third experience gap dimension – Data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Thankfully, he wrote quite a lot.

Definition 45

Definition Touchpoint Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Thankfully, he wrote quite a lot.

Definition 40

Definition Touchpoint Airlines Interaction 40