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. Technology alone will not save you.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

Since that time people have used, and somewhat overused, these words to communicate myriad ideas and situations. A teenager may experience a “moment of truth” when he comes home after curfew. An electrical engineer may experience a “moment of truth” when she applies power to her latest invention.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40