The enterprise experience

80% of CEOs believe they deliver exceptional customer experience, but only 8% of customers agree with that (refer to the Further reading section). This results in an experience gap. Failing to meet expectations is detrimental, and being aware that this is happening is crucial, as customers stop spending and employees start to disengage – all due to poor experiences.

The customer experience of any organization has an emotional impact on the moments that matter (customer touchpoints) for customers, which results in a strong brand recall if the experience is positive. Employees have an influencing behavior on customers, which can make or break these moments based on the employee experience. The enterprise experience reflects the values and culture of an enterprise in the trust and loyalty customers build up in the product or service they value. The best-run companies find ways to listen to the real voices of customers every day. It can be through customer...