“When brands over-index on efficiency, the human moments that make CX memorable often vanish.”
Summary
Why do most CX strategies fail even when brands believe they’re doing everything right?
In this episode of CX-WISE, Justin Robbins, Founder & Principal Analyst at Metric Sherpa, joins host Nathan Bennett to unpack The CX Confidence Disconnect, a Sprinklr-commissioned report revealing 10 critical gaps between brand perception and customer reality.
From the trust gap (where 86% of brands believe they’re trusted, but only 44% of customers agree) to the compounding effects of friction, blind spots, and siloed incentives, Justin shares what’s quietly eroding customer experience and what leaders must do to fix it.
Tune in to discover:
- Why trust must be engineered proactively not repaired reactively
- How disconnected systems and misaligned KPIs sabotage CX
- What customers expect from AI and why transparency is non-negotiable
- How service leaders can translate CX metrics into business impact that resonates
Episode Highlights
The Confidence Disconnect Or: Why Your Customers Don't Trust You (as Much as You Think)
Episode Insights
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In today's digital world, customers hold the power with alternatives just a tap away—making how your brand makes them feel at every interaction the true competitive advantage.
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