Identificar os Gaps de erro que existem na experiência do consumidor numa analise de um serviço. Ajuda a traçar novos e a alinhar aos atuais KPI's do Business do cliente.
"the real proof of service concepts lies in testing scenarios in real-life situations. By setting up and running pilots in real settings, both customers and employees undergo the new experience, while at the same time exposing the internal bottlenecks to the organisation. The customer experience led approach provides valuable insights and (dis-) proofs a number of assumptions about customer preferences and behaviour. The pilots start to outline the complexity, size and scope of the transformation challenge ahead. The insights, information and data gathered all need to correlate with recognized..."