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.
JPMorgan Chase sues customers for fraud
April 17 by Francesca Di Meglio
Learn about the case of JPMorgan Chase suing customers for fraud after an infinite money glitch viral post
Customer journey management for next-gen CX
March 31 by Nayan Teja
Understand how to guide the customer journey for the future of CX management
SXSW 2025 innovations to connect with customers
March 28 by Francesca Di Meglio
Discover highlights of SXSW 2025 and gain tips from CX professionals connecting with customers in new ways
Making the leap from reactive to proactive CX
March 27 by CX Network
Author Tim Thijsse talks about the 150 actionable steps practitioners can take to operationalize CX
Can Honor’s deepfake detection restore customer trust in AI?
March 14 by Amelia Brand
Honor’s AI deepfake detector verifies content in six seconds, boosting customer trust while keeping data private
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
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
CX Network guide to customer experience metrics
April 09 by CX Network
Key performance indicators to measure for better retention, satisfaction and long-term growth
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
