We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
Today's organizations make all kinds of data-related promises, although the customer experiences they deliver don't always align. While there's no shortage of data available, companies aren't always able to leverage it as adeptly as they claim.
https://www.informationweek.com/big-data/7-data-related-reasons-companies-fall-short-of-promises/d/d-id/1332659/
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