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Customer Experience

Your ultimate guide to customer experience

We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategise, measure and impact all aspects of the customer experience for your business.
27 min read

More Customer Experience articles

Your ultimate guide to customer experience
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The importance of customer relationship building
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What is UX journey mapping?
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How to build and use customer profiles
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Customer equity: what it is and how to nurture it
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Customer experience and employee experience: two sides of the same coin
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How to design a digital customer experience strategy
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Sales Automation: Your complete guide to boosting revenue
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How to create a personalized customer experience
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What is customer intent?
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What is customer perception and why is it so important?
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How to gain a sustainable competitive advantage for business
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How to improve your delivery experience
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Customer value: definition, measurement and strategy
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Optimizing the retail customer experience
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Customer experience design: creating new experiences your customers will love
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Customer engagement: Everything you need to know
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10 ways to improve customer experience (CX)
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What is a customer experience (CX) program?
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How to design a customer experience (CX) strategy
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Your guide to customer experience management software
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What is customer segmentation analysis, and how can it help?
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Building a customer experience vision
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How to design a customer experience survey
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Omnichannel experience design: What, how and why
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How to build an investment case for customer experience
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SEE MORE

Customer experience is what drives satisfaction, loyalty, and advocacy based on the quality of interactions throughout the customer lifecycle.

There is a massive gap between the experiences companies offer and the experiences a new generation of consumers demand. When polled, 80% of CEOs believe they are delivering a superior experience, but only 8% of customers agree.

This is the customer experience gap, and it has significant financial implications.

A recent study showed that “Customer Experience Leaders” grow 2x faster and maintain operations that are 15% leaner than the average company.

A separate study by Forrester found “CX Leaders” outperformed companies considered “CX Laggards” by nearly 80 percentage points over 8 years in terms of stock performance.

Companies are learning that positive customer experiences are powering positive business outcomes.

Learn why CX leaders grow 2x faster than the average company

Customer experience management empowers organizations to translate customer insights into the improvements that drive financial outcomes, including:

  • Improved customer retention and loyalty
  • Increased customer share of wallet
  • Optimized customer acquisition
  • Reduced cost to serve
  • Increased brand awareness and equity

Customer experience management is more than a system of measuring and acting on customer feedback. It is a discipline that begins with executive leadership and translates to company-wide culture. It requires a commitment to customer research, employee engagement, and continuous program innovation.

Closing the customer experience gap requires X-data and the systems to use it well. The payoff is in the bottom line. Learn how customer experience through our articles and guides.