Monday May 25, 2020

The customer experience isn’t always right

Most chief executives think their firms have CX nailed. Their customers think differently

8th October, 2017

Customer experience (CX) may be the fastest growing business discipline across the globe, but it is proving incredibly elusive for businesses to deliver.

In this year’s Ireland’s Customer Experience report 2017, which we published last week, only two groups (the Credit Union and Lush Cosmetics) scored ‘CXcellent’ (over 8 out of 10) in our league table rankings.

Even in the US, the world’s most mature CX market, only 1 per cent of...

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