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.
Is the Disney customer experience in crisis?
February 21 by Francesca Di Meglio
Are Disney execs "addicted to price hikes"? CX Network looks at how recent changes at the entertainment giant's parks are changing its target customer base
From Amazon to everywhere: How the cloud is changing CX
February 12 by CX Network
CX Network speaks to author and entrepreneur Jamie Dobson to find out how cloud infrastructure is changing CX and what CX leaders need to know
5 Touchdowns: How the NFL is winning over fans
February 10 by Francesca Di Meglio
In the lead up to the Super Bowl, learn about how the NFL is providing a customer experience that is expanding its reach
The impact of tariffs on CX: Safeguarding customer loyalty and satisfaction
February 06 by Sahil Shetty
Sahil Shetty explains four ways tariffs will impact consumers and CX, and explains what businesses can do to mitigate impact on loyalty and satisfaction
The evolving benchmark of customer experience
February 05 by Thulani Mabuza-Ncube
Consumer expectations are increasingly formed by interactions beyond your industry, which means being an industry leader is no longer enough
Closing the transformation gap in healthcare: From strategy to results
February 03 by Raluca Berchiu
How to nurture the can-do culture that allows healthcare innovation to thrive
The highs and lows facing CX leaders in 2025
January 31 by David Paulding
If you don’t give your customers a good experience of your brand, you won’t succeed. Nextiva's David Paulding shares four insights to help you on your way
Customer spending has dipped, ONS stats show
January 22 by Amelia Brand
Discover what the latest ONS retail stats reveal about the state of customer spending
Ipsos consumer survey confirms growing concern for digital accessibility in CX
January 20 by CX Network
Consumer awareness of digital accessibility is growing and legislation is starting to catch up
How a TikTok ban could affect CX and business
January 17 by Sahil Shetty
From the impact on influencer marketing to the legal and regulatory considerations, a TikTok ban could drastically change CX. Sahil Shetty explains
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
