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.
Shein prepares for London IPO with investor roadshow
November 22 by CX NetworkAs Shein moves closer to an IPO, CX Network looks at the relationship between customer centricity and stock market performance
The customer-centric strategy guide
October 01 by CX NetworkInsights and strategies for implementing a customer-centric approach
Turning products into experiences and bringing brands to life
November 19 by Melanie MingasAhead 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 NetworkBusinesses look to make operations leaner as customer behavior changes and economic pressures increase
New Ipsos survey confirms growing concern for digital accessibility in CX
November 08 by CX NetworkConsumer 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 MironovaFrom problem solving to technical proficiency, CX teams must be multi-skilled. Ekaterina Mironova sets out the key skills to focus your training agenda on
The symbiotic relationship between operations and CX
November 01 by Sahil ShettyFrom 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 NetworkThe 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 NetworkCX Network finds out about five areas of opportunity for operational improvements in the patient experience – and three steps healthcare providers can take
Have your say on the Global State of CX in 2025
October 17 by CX NetworkShare your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
Navigating the uncertainty in CX for 2025
October 16 by CX NetworkWhy 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 NetworkDiscover what matters most to customers, according to 23,730 consumers around the world