Case Study: The Experience Gap

Bridging the Gap Between Customer Expectations and Experience

THE CHALLENGE		QUICK INSIGHTS
Most firms can list service failures and track transactional metrics — but understanding what customers truly expect is far more complex. Our client faced this exact dilemma. They were overwhelmed with pain points and project requests but lacked clarity on which initiatives would genuinely move the needle for customers. Transactional data, C-SAT scores, and NPS were useful, but they didn’t reveal the full story of the customer experience. Leadership needed direction: where should they focus to make a real difference?		1. Insight into customer expectations is the foundation for any effective experience strategy. 2. Research must go beyond metrics to reveal the moments that define the customer experience. 3. Alignment around an evidence-based vision turns insight into actionable strategy.

THE AMBITION		THE ACTION		THE ACHIEVEMENT
To understand what customers truly expect and identify which initiatives would create meaningful impact.		We conducted focused primary research to uncover critical moments in the customer journey. Insights informed a clear experience vision and a project portfolio that prioritized actions with the highest potential impact.		Strategic leaders aligned around a common vision and gained confidence to invest in initiatives that would truly improve customer experience.

THE SOLUTION

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We applied a targeted research approach to uncover the insights that matter most. By speaking directly with customers, we identified the moments that shaped their experience — from researching and selecting a solution to buying and using it.

From these insights, we crafted:

• A customer experience vision that clearly articulated what great service should feel like

• A prioritized project portfolio designed to close gaps between expectations and reality

This approach provided a strategic roadmap that linked customer needs to actionable initiatives.

THE BENEFIT

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Leadership could finally unite around a shared understanding of what truly matters to customers. With a clear vision and evidence-backed priorities, strategic leaders gained confidence in where to commit resources — and why.

The organization moved from reactive problem-solving to proactive, customer-centered action.

THE RESULT

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The client emerged with a clear customer experience vision and a set of focused initiatives ready for execution. Leaders could make decisions with confidence, knowing they were investing in the areas that would have the greatest impact on customers.

By bridging the gap between expectations and reality, the organization took a significant step toward delivering meaningful, measurable experiences for its customers.

In the end, understanding your customer doesn’t come from metrics alone — it comes from seeing the journey through their eyes and focusing on what really matters.