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.
Customer centricity, company growth and the future of customer listening
March 13 by Melanie Mingas
McKinsey’s Nicolas Maechler explains how leveraging customer feedback can drive experience-led growth – and double revenues
The experience cycle: How CX, EX and employee engagement create business success
March 06 by Thulani Mabuza-Ncube
The connections between CX and EX are clear, but many organizations still don’t fully leverage the benefits of the experience cycle
Trump versus Consumer Protection
March 03 by Francesca Di Meglio
Consumer protection and customer experience are taking hits in the second Trump administration in the US
7 Leadership capabilities to retain Gen Z customers
February 28 by Melanie Mingas
From behavioral economics to CX intelligence, Jeofrey Bean says there are seven capabilities that will help attract and retain the next generation of customers
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
10 Customer experience tools for 2025
February 13 by Francesca Di Meglio
Customer experience tools that leverage AI and other technologies are helping build loyalty
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 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
The future of customer experience – A CX Network guide
March 23 by CX Network
Everything you need to know about the future of customer experience
