3 Key Takeaways from Qualtrics Europe 2019

  Mind the Gap: Did you know that 80% of CEOs think they provide exceptional customer experience? BUT only 8% of customers when asked the same question say they have received exceptional customer experience.This ‘Experience Gap’ as Qualtrics founder Ryan Smith aptly phrased is more than just a misalignment between what the brand says it […]

cx marginal gains

Are Marginal Gains the Answer to Measuring Customer Experience?

If we are to believe that customer experience is a battleground, how do you win? Simple. Focus on the marginal gains. I recently explored the concept of marginal gains with Yvonne O’Brien, a leading light in helping brands achieve marginal gains, at What’s Possible 2019 panel organised by Specialist Works agency in London. And also […]