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

<p><span style="font-weight: 400;">The CX gap is a misalignment between CX and the C-Suite… and it’s the major reason that CX programs fail.</span></p> <p> </p> <p><span style="font-weight: 400;">Why? Failure to make the data relevant.</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/ianjluck/"><span style= "font-weight: 400;">Ian Luck</span></a><span style= "font-weight: 400;">, VP of Global Marketing at</span> <a href= "https://customergauge.com/"><span style= "font-weight: 400;">CustomerGauge</span></a><span style= "font-weight: 400;">, about bridging the CX gap and making customer-centric decisions based on accurate CX data.</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, you’ll learn about...</span></p> <p> </p> <p><span style="font-weight: 400;">- What lies at the heart of the CX gap</span></p> <p> </p> <p><span style="font-weight: 400;">- The 3 biggest CX mistakes (long surveys, ROI, & data distribution)</span></p> <p> </p> <p><span style="font-weight: 400;">- Achieving alignment between C-suite & CX</span></p> <p> </p> <p><span style="font-weight: 400;">- The NPS & CX Benchmarks Report</span></p> <p> </p> <p><span style="font-weight: 400;">Check out this resource we mentioned during the podcast:</span></p> <p> </p> <p><span style="font-weight: 400;">- CustomerGage’s</span> <a href= "https://customergauge.com/benchmarks-report"><span style= "font-weight: 400;">2018 NPS® & CX Benchmarks Report</span></a></p> <p><br /> <em><span style="font-weight: 400;">Subscribe, listen, and rate/review the Customer Experience Podcast on</span></em> <a href= "https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"> <em><span style="font-weight: 400;">Apple Podcasts</span></em></a><em><span style= "font-weight: 400;">,</span></em> <a href= "https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em><span style="font-weight: 400;"> Spotify</span></em></a><em><span style= "font-weight: 400;">,</span