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255: Is Your Customer Experience Better—or Are You Just Measuring the Wrong Things?
John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different.
Summary:
In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what customers are actually feeling.
A 2026 customer experience report referenced in the episode found that 66% of CX practitioners believe customer experience improved last year, while only 17% of consumers agree. That gap is…
The skinny
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