Experience gap
The experience gap refers to the disconnect between the experience a company believes it is delivering to customers and the actual experience customers perceive. This gap, sometimes referred to as the empathy gap, often results from internal misalignment, delayed or insufficient customer feedback, and a lack of deep understanding of customer needs. While many organizations consider themselves customer-centric, the experience gap highlights how assumptions and internal perspectives can diverge significantly from real user expectations. Closing this gap is critical for building customer trust, loyalty, and competitive advantage.
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Contact SalesBridging the Experience Gap
Despite significant investment in digital tools and platforms, many organizations still struggle to meet evolving customer expectations. While 87% of companies believe they deliver exceptional customer experiences, only 11% of customers agree. In today’s competitive landscape, closing this gap is essential—especially as companies that lead in customer experience grow their value at five times the rate of their peers.
