Beyond Philosophy

MARCH 4, 2019

As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. We’ve been measuring emotions since 2005 with surveys. Using facial recognition technology, you can identify how the customer is feeling walking into that experience.

2005 102

2005 Measurement Consulting Technology 102

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. The first retail customer with whom I interact approaches the checkout register.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

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

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