Lousy Customer Experiences: 10 Causes and Tips

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. This report analyzes the source of the gap between what companies say and what companies do. This includes commitment from the top, the corporate culture of a company, and how a company acts on issues.