Best Practice Report

Bridge The Gap Between Current- And Future-State Journeys

Use Gap Analysis To Bring Future-State Journeys To Fruition

March 8th, 2021
Kelly Price, null
Kelly Price
With contributors:
David Truog , Amelia Nickels , Shayna Neuburg

Summary

Many customer experience (CX) professionals struggle to deliver on future-state journeys because of obstacles ranging from paralyzing complexity to unforeseen internal barriers. First, understand the gaps that prevent you from moving from today’s journeys to those desired future journeys. This report explains the five gaps (customer perceptions, decision-makers’ knowledge, employees’ knowledge, employee enablement, and customer communications) you need to bridge and how to do so in order to deliver better experiences.

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