99. 3 Ways CX Programs Go Wrong (and Right!) w/ Ian Luck

The CX gap is a misalignment between CX and the C-Suite… and it’s the major reason that CX programs fail.   Why? Failure to make the data relevant.   In this episode, I interview Ian Luck, VP of Global Marketing at CustomerGauge, about bridging the CX gap and making customer-centric decisions based on accurate CX data.   In this episode, you’ll learn about...   - What lies at the heart of the CX gap   - The 3 biggest CX mistakes (long surveys, ROI, & data distribution)   - Achieving alignment between C-suite & CX   - The NPS & CX Benchmarks Report   Check out this resource we mentioned during the podcast:   - CustomerGage’s 2018 NPS® & CX Benchmarks Report Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play,or Google Podcasts, and find more episodes on our blog.