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Lousy Customer Experiences: 10 Causes and Tips

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 deliver mediocre experiences most of the time.

What is the source of this gap between what companies say and what companies do?

This white paper presents 10 causes of lousy customer experiences and tips to help address each challenge.

Challenges discussed in this white paper:

  • Lack of commitment from the top 
  • Sub-standard employee experiences and poorly trained employees
  • Failure of measurement and analysis