USD
  • GBP GBP
  • CNY CNY
  • EUR EUR
  • INR INR
  • JPY JPY
  • MYR MYR
  • ZAR ZAR
  • KRW KRW
  • THB THB
Frost & Sullivan Frost & Sullivan
  • ABOUT US
  • CONTACT US
  • SIGN IN
  • REGISTER
  • PARTNER LOGIN
    • CDS.frost.com
    • Member.frost.com
  • USD
    • GBP GBP
    • CNY CNY
    • EUR EUR
    • INR INR
    • JPY JPY
    • MYR MYR
    • ZAR ZAR
    • KRW KRW
    • THB THB
  • INDUSTRIES
    • Aerospace, Defence and Security
      Aerospace Systems
      • Air Traffic Management (ATM)
      Airlines & Airports
      Space
      Security
      • Mass Transportation Security
      Defence
      • C4ISR

      Explore more Categories

    • Automotive
      Automotive
      • Aftermarket
      • Automotive IoT
      • Business Strategy and Innovation
      • Chassis, Safety & Autonomous
      • Connected Car
      • Commercial Vehicle Telematics
      • Fleet and Leasing
      • New Mobility
      • On-Road and Offroad Commercial Vehicles
      • Powertrain

      Explore more Categories

    • Transportation and Logistics
      Transportation and Logistics
      • Logistics Infrastructure
      • Freight Transportation
      • Storage and Warehousing
      • Freight Forwarding
      • Contract Logistics
      Rail
      • Information Systems
      • Infrastructure
      • Rolling Stock
      • Passenger Transportation
      • Freight Transportation

      Explore more Categories

    • Chemicals and Materials
    • Food and Agriculture
    • Electronics and Sensors
      Electronics and Sensors
      • Semiconductor
      • Electronic Devices
      • Sensors & Instrumentation
      • Instrumentation
      • Communications Test

      Explore more Categories

    • Energy
      Energy
      • Oil & Gas
      • Power Generation
      • Critical Power
      • Grids
      • Energy Storage
      • Distributed Energy
      • Others

      Explore more Categories

    • Environment
      Water
      • Water Utilities & Smart Solutions
      • Industrial Water Services
      Homes and Buildings
      • Energy Management
      • Smart Buildings
      • Smart Cities
      • Connected Living
      Waste Management
      • Waste to Value

      Explore more Categories

    • Healthcare
      Life Sciences
      • Clinical Diagnostics and Research Tools
      • Pharmaceuticals and Biotech
      Healthcare
      • Medical Imaging & Informatics
      • Advanced Medical Technologies
      • Digital Health

      Explore more Categories

    • Industrial Automation
      Automation
      • Industrial Hardware
      • Industrial Software
      • Industrial
      • Welding
      Process Control
      • Pumps
      • Valves
      • Compressors
      Power Transmission
      • Electric Drives
      • Motion Controllers
      • Electric Motors
      • Mechanical Components
      Fluid Automation
      • Pnuematic Equipment
      • Hydraulic Equipment

      Explore more Categories

    • Test and Measurement Instrumentation
      Test and Measurement Instrumentation
      • Electronic Measurement
      • Analytical Instrumentation
      • Condition Monitoring
      • Nondestructive Testing
      • Dimensional Metrology

      Explore more Categories

    • Information Technology
      Information Technology
      • Authentication
      • Network Security
      • IT Services and Applications
      • Contact Centers
      • Kiosks and Retail Systems

      Explore more Categories

    • Telecom
      Unified Communications and Collaboration (UCC)
      • Communications Endpoints
      • Communications CPE Services
      • Enterprise Communications Software
      • Hybrid Architectures
      • Networking and Communications Infrastructure
      • Premises-based Systems
      Telecom
      • Mobile and Wireless Communications
      • Communications Services
      • Enterprise Communications
      • Satellite Communications

      Explore more Categories

    • Entertainment and Media
      Entertainment and Media
      • Digital Media
      • Media
      • Advertising
      • Broadcast Television
      • Cinema
      • OTT Video and TV Everywhere
      • Pay TV (Cable, DTH, IPTV)

      Explore more Categories

    • Metals and Minerals
    • Personal Protective Equipment
    • Macroeconomics
      Macroeconomics
      • Country Profile
      • Economic Outlook
      • Economic Tracker

      Explore more Categories

  • THEMES
    AI

    Artificial Intelligence - AI

    Artificial Intelligence involves the science and engineering of developing intelligent machines

    iiot

    Industrial Internet of things - IIOT

    The manufacturing world is at a cusp of a new revolution that will redefine conventional business models

    IOT

    Internet of things - IOT

    IoT will have a major impact on businesses and consumers in the future

    BigDATA

    Big Data and Analytics

    The world is creating 2.5 exabytes of data daily

    Cloud

    Cloud Computing

    Our research seeks to connect-the-dots across multiple trends

    Robotics

    Robotics

    Personal Robots are Set to Be a $19 Billion Market

    Brexit

    Brexit Analysis

    Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies

    Femtech

    Femtech Market Research

    Time for a Digital Revolution in the Women’s Health Market

  • SERVICES
    Services

    Industry Research Database - iFrost

    iFrost is a digital platform for interactive and dynamic reporting of data.

    Subscription - Industry Research

    The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products

  • CART
  • Home
  • Addressing the Experience Delivery Gap
loading please wait

Addressing the Experience Delivery Gap

A Sine Qua Non for Making CX an Organization-wide Priority

Frost & Sullivan
1500 USD https://store.frost.com/addressing-the-experience-delivery-gap.html
RELEASE DATE
24-Apr-2020
REGION
North America
Research Code: 9857-00-8C-00-00
SKU: IT04089-GL-MR_24253
Request Sample
USD 1,500.00

* Required Fields

USD 1,500.00

Pay by invoice

ENQUIRE NOW
  • Description
  • Table of Contents
  • Request Sample

Description

Today, the experience economy is in full swing, strongly impacting organizations and their business models. In this new era, user experience is key to creating value. It is no longer just about the quality of a product or a service; it is about the emotions and experiences that clients have when they consume it. Firms from all sectors are increasingly focusing on improving and personalizing these experiences and interactions through the use of technology.

Businesses have long emphasized specific ‘touchpoints’ or ‘moments of truth’; those key instances when customers interact with the organization and its offerings, before, during, or after they made/did not make a purchase. The problem with that approach is that it can create a misleading picture. While it might increase customer satisfaction at those precise moments, it may also divert attention from the bigger picture, that is, the customer’s entire journey.

Touchpoints have multiplied and journeys have fractured, making it extremely hard to properly comprehend the omnichannel experience, let alone improve upon it. A wide approach to customer experience (CX) is mandatory in order to assess and resolve problems.

A CX-focused strategy must push for the implementation of tools that enable great customer and employee experience (EX). Globally, firms should adopt solutions that are aligned with their corporate objectives and are also easy to use for their customers. In other words, organizations have to invest in technology with a focus on CX outcomes, which will allow aligning CX with business goals and not only to integrate channels, connect customers from the digital world or save costs.

Decision makers have to understand that CX is more than just a differentiator; it is a crucial part of doing business in a world where switching brands is easier than ever before.

In this Growth Insight, we aim to address the essential progress that brands must achieve to be able to offer outstanding end-to-end experiences. They must also create trustworthy relationships with their customers, by leveraging real-time interactions and a higher degree of personalization.

This insight will also discuss the CX perception gap, which refers to the difference between the perception that companies have about the experiences they deliver and how customers perceive their own experiences with those brands.
Finally, the study will also comment on the fact that the current CX environment is being heavily influenced by constantly-shifting customer expectations and preferences, a large amount of information and data privacy regulations. Undoubtedly, building trust and achieving a balance between personalization and privacy is of utmost importance.

Author: Juan Gonzalez

Table of Contents

Experience Delivery Gap

Market Overview

Request Sample
Related Research

Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth

Release Date: 1-Mar-21
Region: Global

Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

Release Date: 9-Feb-21
Region: Latin America

Cloud Solutions Powering the Global Contact Center Applications Market, Forecast to 2026

Release Date: 9-Feb-21
Region: North America

AI-powered Chatbots Boosting the European CX Management Market, 2020

Release Date: 3-Feb-21
Region: Europe

2021 Predictions— COVID-19 Accelerates CX Investments

Release Date: 2-Feb-21
Region: Global

North American Knowledge Management (KM) Market View for Customer Care, 2021

Release Date: 12-Jan-21
Region: North America

Enhancing European Customer Experience with Artificial Intelligence

Release Date: 8-Jan-21
Region: Europe

North America Customer Experience Outsourcing Services, Forecast to 2024

Release Date: 24-Dec-20
Region: North America

AI-powered Voicebots Turbocharging European Customer Journeys, 2020

Release Date: 18-Dec-20
Region: Europe

Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy

Release Date: 24-Nov-20
Region: Asia Pacific
CCBot/2.0 (https://commoncrawl.org/faq/)
Popular Topics

mobile biometrics market

solar cell market

emulsifier market

vaccine market

offshore market

electric vehicle market analysis

consumer electronics market

bioinformatics market

probiotics market

natural gas market

×

Price:
Actual Price:
Our price is lower than the manufacturer's "minimum advertised price." As a result, we cannot show you the price in catalog or the product page.

You have no obligation to purchase the product once you know the price. You can simply remove the item from your cart.
Our price is lower than the manufacturer's "minimum advertised price." As a result, we cannot show you the price in catalog or the product page.

You have no obligation to purchase the product once you know the price. You can simply remove the item from your cart.
our company
  • Frost.com
  • About Frost & Sullivan
  • Privacy Policy
  • Sitemap
  • FAQ
  • Return Policy
  • Disclaimer
  • How to Shop
  • Contact Us
Global presence
  • North America
  • Latin America
  • Middle East
  • Europe, Israel & Africa
  • Asia Pacific
  • South Asia
Global locations
connect with us
Sign up for newsletter and updates
Close
Close
Close
Close
Close
Close
Close
Research Deliverables
  • Market Research
  • Technology Research
  • Mega Trends Research
  • Tracker
  • Strategic Forecasting
  • Market Outlet Research
  • Customer Research
  • Database and Economic
  • Analyst Briefings
Industries
  • Aerospace Market Research
  • Defence Market Research
  • Security Market Research
  • Automative Market Research
  • Transportation Market Research
  • Chemicals Market Research
  • Materials Market Research
  • Energy Market Research
  • Enviornment Market Research
  • Food Market Research
  • Agriculture Market Research
  • Healthcare Market Research
  • Industrial Automation Market Research
  • Information Technology Market Research
  • Telecom Market Research
  • Media Market Research
  • Metals and Minerals Market Research
  • Personal Protective Equipment Research
  • Test and Measurement Market Research
Themes
  • Artificial Intelligence Market Research
  • IIOT Market Research
  • IOT Market Research
  • Big Data Analytics Market Research
  • Robotics Market Research
  • Brexit
  • Femtech Market Research
  • Fintech
© 2021 Frost & Sullivan. All Rights Reserved.

Login

 
Forgot Your Password?
loading please wait

Don't have an account? Create One!


Forgot Your Password?

Enter your Email Address here to receive a link to change password.

loading please wait

New User? Sign Up

If you are an existing frost.com user, please register using the same email for seamless access

Please Fill Recaptcha To Continue
loading please wait

Already have an account? Login!


Please Enter your twitter email

loading please wait
Already have an account? Login!

Connect With LinkedIn

Use your Linkedin account to login or register within our store.You're just one click away.