Customer Experience
Customer experience (CX) is the cornerstone of any successful business strategy, encompassing every interaction a customer has with a brand. A positive customer experience is vital for fostering customer loyalty, driving repeat business, and generating positive word-of-mouth referrals.
Businesses that prioritize CX focus on understanding customer needs and preferences to deliver personalized and seamless interactions across all touchpoints. By investing in CX initiatives, businesses can differentiate themselves in competitive markets and build strong relationships with their customer base.
In today's digital age, customer experience extends beyond individual transactions to encompass the entire customer journey. From initial awareness and consideration stages to post-purchase support and follow-up, each interaction contributes to shaping the overall perception of a brand. Learn about all the latest developments in customer experience design and management with the resources below and our ultimate guides: What is CX?, The customer-centric strategy guide, The Net Promoter Score (NPS) guide , The CX Network guide to journey mapping, management and orchestration and Proving ROI in CX: A step-by-step guide for practitioners.
9 customer journey mapping tools
May 15 by Nerina van Wyk
Discover customer journey mapping tools that can help organizations improve customer loyalty
How to celebrate Customer Experience Day
May 14 by Francesca Di Meglio
Discover why Customer Experience Day, on May 15, is important and how to carry out effective CX strategy
5 Customer journey stages
May 13 by Sahil Shetty
Learn about the stages of the customer journey and understand touch points for effective customer contact
Trump undoes consumer protections
May 09 by Francesca Di Meglio
Get an update on consumer protections and deregulation in the wake of Trump's virtual shutdown of CFPB
JetBlue Airways, Delta and Southwest Airlines are tops for CX in travel
May 08 by Francesca Di Meglio
Learn about the airline rankings for CX in travel at a time when the economy is threatening tourism
Apple slammed for consumer protection violation
May 03 by Francesca Di Meglio
Learn about the court ruling on Apple's lack of consumer protection because of its App Store monopoly
What Amazon’s tariff debate with Trump means for CX
April 30 by Amelia Brand
Amazon’s tariff controversy shows how political pressure can reshape CX decisions
5 Ways consumer choices impact brand success
April 29 by Joanna Clark-Simpson
In this list, readers learn about how consumer choices impact brand success.
M&S cyberattack exposes gap in CX strategy
April 29 by Amelia Brand
M&S cyberattack halts services and strains CX. Can the retailer rebuild trust after digital disruption?
A deep dive on CX strategies
April 23 by Francesca Di Meglio
Learn about essential customer experience lessons from thought leader and industry veteran David Hicks
The customer-centric strategy guide
October 01 by CX Network
Insights and strategies for implementing a customer-centric approach
A customer experience guide to chatbots
August 17 by CX Network
Discover why chatbots are crucial to business efficiency and customer satisfaction
