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-experience community also has various definitions for MOTs in relation to the customer journey.

Touchpoint 45

Touchpoint Definition 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-experience community also has various definitions for MOTs in relation to the customer journey.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40