home Customer Experience Why the experience gap is growing wider?

Why the experience gap is growing wider?

81% of leaders believe they excel at customer experience. Only 21% of customers, however, agree. Despite substantial investment in CX technology, processes and data the experience gap, according to research from Stellar Elements, is getting wider. The research highlights 20 connected gaps or blind spots that contribute to this perennial problem.

The top 5 gaps or blind spots include:

The service gap: The gap between the high-quality service that customers expect and the actual service they receive. Service gaps erode customer trust and loyalty. It’s more than just support; it involves how a company interacts with customers at every turn. Our research indicates 80% of industries see addressing the Service Gap as vital.

The CX perception gap: The disconnect between a company’s understanding of the experiences they deliver and the customer’s actual perception of them. When businesses don’t fully grasp how customers perceive their brand, they risk both wasted investments and unmet expectations. The CX Perception Gap—an internal misalignment—leads to overlooked improvements and a misplaced sense of confidence in CX strategies. Over 50% in five out of ten surveyed industries see this gap widening and as a key challenge.

The AI readiness gap: The uncertainty in whether to adopt AI technologies, primarily due to resource limitations or lack of expertise. Technological progress, notably in AI/ML, is increasing resistance to change. The AI Readiness Gap often arises not from ignorance but from limited resources or in-house expertise, leading to delays in successfully implementing intelligent services.

The integration gap: The failure to provide the seamless, integrated experience expected by customers. Customer experiences vary widely, influenced by factors from buying habits, to budget, to post-sales service needs. Businesses, therefore, must adapt to varied customer experiences across multiple channels and touchpoints. Notably, leaders from four out of ten industries surveyed rank the Integration Gap among their top five challenges, with 43% seeing it as a growing issue.

The communication gap: The failure to provide the clear, consistent communication that customers expect.  The Communication Gap isn’t just about words; it’s a critical issue that causes customer confusion and mistrust—significantly impacting the overall experience. Core problems like ambiguous messaging, poor channel management, and lack of oversight drive this gap.

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