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 and Proving ROI in CX: A step-by-step guide for practitioners.
New Ipsos survey confirms growing concern for digital accessibility in CX
November 08 by CX Network
Consumer awareness of digital accessibility is growing, but majority of websites fail to meet regulatory requirements
7 skills for CX teams: Mastering the balance of empathy, technology and data
November 07 by Ekaterina Mironova
From problem solving to technical proficiency, CX teams must be multi-skilled. Ekaterina Mironova sets out the key skills to focus your training agenda on
Have your say on the Global State of CX in 2025
October 17 by CX Network
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
The customer-centric strategy guide
September 01 by CX Network
Insights and strategies for implementing a customer-centric approach
Turning products into experiences and bringing brands to life
November 19 by Melanie Mingas
Ahead of his session at All Access: Future of CX, brand marketer Ash Tailor explains how to how to stay true to a brand, and three mistakes to avoid
UK customer service departments downsize
November 13 by CX Network
Businesses look to make operations leaner as customer behavior changes and economic pressures increase
The symbiotic relationship between operations and CX
November 01 by Sahil Shetty
From Amazon to Zara, Sahil Shetty shares insights and real-world case studies that show the critical links between operational efficiency and CX
US finalizes “click to cancel” rule for subscriptions and paid memberships
October 25 by CX Network
The move follows rise in products and services with single click-sign ups and free trial periods that lead to automatic billing
Three steps to transforming the patient experience
October 23 by CX Network
CX Network finds out about five areas of opportunity for operational improvements in the patient experience – and three steps healthcare providers can take
Navigating the uncertainty in CX for 2025
October 16 by CX Network
Why retail leaders and the wider CX community can benefit from a shift in mindset to prepare for the uncertainties they face in 2025
CX Trends Report 2025: What matters most to customers
October 11 by CX Network
Discover what matters most to customers, according to 23,730 consumers around the world
Recommerce brings CX into the circular economy
October 09 by Anna Noakes Schulze
Digital platforms and marketplaces have transformed recommerce from niche to mainstream in just a few years. Anna Noakes Schulze explains how and why
