You Are Not Your Customer - Closing the CX Gap
August 20, 2026
August 20, 2026
CAPE TOWN, South Africa, Aug. 20 -- The Milpark Education posted the following news:
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You Are Not Your Customer: Closing the CX Gap
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Years ago I came across a piece of research by Bain & Company that has shaped how I've looked at business ever since. Bain surveyed 362 firms and found that 80% believed that they were delivering a superior experience to their customers. When they asked those customers, only 8% of them agreed!
. . .
* * *
You Are Not Your Customer: Closing the CX Gap
*
Years ago I came across a piece of research by Bain & Company that has shaped how I've looked at business ever since. Bain surveyed 362 firms and found that 80% believed that they were delivering a superior experience to their customers. When they asked those customers, only 8% of them agreed!
. . .