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.
Almost one quarter struggle to demonstrate ROI of journey management
October 18 by CX NetworkResearch conducted by CX Network and Alterian also found siloed data is preventing organizations from delivering the best experiences possible
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
Recommerce brings CX into the circular economy
October 09 by Anna Noakes SchulzeDigital platforms and marketplaces have transformed recommerce from niche to mainstream in just a few years. Anna Noakes Schulze explains how and why
The CX trends to watch in 2025
October 08 by Melanie MingasFind out what the biggest names in CX say is on the horizon for 2025
Top 5 challenges facing CX practitioners - and how to overcome them
October 07 by Jerome SmailHow to successfully navigate the top five challenges facing CX practitioners
CX in financial services 2024
October 02 by Jerome SmailHow the financial services industry is using tech to drive customer centricity, with insights from Allianz, Standard Chartered, Visa, 1CG, Birdie and Talkdesk
What practitioners said about the new global standards for CX teams
October 02 by CX NetworkFollowing a 10-week consultation Bain & Company, Kantar and Qualtrics have added three new standards
The evolution of in-store CX: Strategies for enhancing engagement and loyalty
September 27 by Sahil ShettySahil Shetty explains how Lowe's, Sephora and Home Depot are innovating the in-store customer experience
Consumers giving up their rights - for the right price
September 20 by Melanie MingasGermany moves to prevent ultra-cheap ecommerce undermining consumer rights and IP law
How to build a robust support and CX eco-system from the ground up
September 19 by Ekaterina MironovaEkaterina Mironova reflects on her journey from operations lead to CX team builder and explains how others can do the same