CCXP Practice Questions - Certified Customer Experience Professional (CCXP) Exam

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During journey mapping workshops, a CX team discovers that customer expectations differ significantly between what the marketing team assumes and what customers actually experience. This gap is best described as:

A service blueprint discrepancy A benchmarking shortfall against competitors A perception-reality gap that the journey map helps surface A data-quality issue in the CRM system

Correct Answer:

A perception-reality gap that the journey map helps surface

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