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.
Using data, technology and creativity for meaningful customer connections
December 26 by Melanie Mingas
Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity
2 failed purchase attempts will drive customers away
December 22 by Amelia Brand
New data on this season’s retail trends emphasizes the need for customer-centric strategies to stay competitive
10 things to know about measuring and improving CX for brand growth
December 15 by Amelia Brand
Learn how to measure and improve CX to create lasting memories and boost brand growth
The future of customer experience: 5 key trends for 2025
December 13 by Ekaterina Mironova
Ekaterina Mironova explains how Amazon, Sephora, Patagonia and Zappos are embracing the future of CX - and how you can follow suit
Future of CX: Redefining customer experience for a rapidly evolving world
December 04 by Rhiannon Chandler-Day
From brand development to customer resistance to AI, here are four things we learned from All Access: Future of CX
How to save CX according to Jim Tincher
December 03 by Melanie Mingas
Jim Tincher explains why CEOs are fixated on operations and finance, why NRR is the metric to focus on and what it all means for the future of CX
Don’t let bad policies be the silent killer of your brand
November 29 by Julia Ahlfeldt
When it comes to brand experience, bad policies are silent killers. Julia Ahlfeldt CCXP, sets out three proactive interventions to prevent damage
Optimizing delivery operations in ecommerce: A strategic framework for businesses
November 28 by Sahil Shetty
Sahil Shetty outlines three key technologies and best practices to ensure your logistics operations do not undermine customer loyalty
How Trump could change CX and corporate America
November 28 by CX Network
Airline bosses and retail analysts share their outlook for CX and business during a second Trump presidency
Transforming CX at Zurich Insurance Group
November 28 by Melanie Mingas
Zurich Insurance Group’s CCO Conny Kalcher, explains how she is driving 33 new CX standards and introducing net revenue retention to measure their impact
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
