Glossary • Customer Experience (CX)
What it means:
Customer Experience (CX) is an amalgamation of all elements of a customer’s interactions with and impressions of your brand at all touchpoints. This can be anything from when they purchase a product, to when they get in touch with your customer service team, to when they see an advertisement featuring your product.
A study found that by the year 2020, customer experience will overtake price and product as the key brand differentiator, so overhauling your CX can make a huge difference to your sales. Improving this can involve research into the channels that customers use to contact you, and the efficiency in which they receive a solution to their problem.