On-demand CX Insider: Bridging the customer expectation gap
A panel of CX leaders discuss today’s customer sentiment, the growing gap between customer expectations and experience and how to close the gap. The latest Australian Customer Experience Report states 59% of business leaders report high to very high returns from improving the experience of their customers. If customer service truly is king, why did Aussies spend a whopping 89.5 million hours resolving customer service-related issues in the past year?
