2005 Consumers Customer Experience Professionals Leadership 
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.” Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service.
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.” Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service.
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