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I've no doubt that an experience gap still remains in many industries - the degree of customer churn speaks to that.

However, I challenge the relevance of still quoting the Bain study that "80% of CEOs believe they deliver a superior experience, while only 8% of customers agree with that." That Bain study (of 360 firms) was conducted in 2004 - that data is now 17 years old! So much has changed in that time, especially in the C-suite, where whole new positions have been created to ensure that Directors can bring the data much closer to the Board - it's long since time to recognise that.