Skip to main content

Customer Experience

What is CX? Your ultimate guide to customer experience

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

More Customer Experience articles

What is CX? Your ultimate guide to customer experience
20 min read
Sales Automation: Your complete guide to boosting revenue
12 min read
How to create a personalized customer experience
10 min read
What is customer intent?
11 min read
What is customer emotion?
11 min read
What is customer perception and why is it so important?
11 min read
How to gain a sustainable competitive advantage for business
11 min read
How to improve your delivery experience
14 min read
Customer value: definition, measurement and strategy
9 min read
Optimizing the retail customer experience
16 min read
Customer experience design: creating new experiences your customers will love
8 min read
Customer engagement: Everything you need to know
28 min read
10 ways to improve customer experience (CX)
11 min read
What is a customer experience (CX) program?
13 min read
How to design a customer experience (CX) strategy
14 min read
What is customer experience management?
16 min read
What is customer segmentation, and how can it help?
10 min read
Building a customer experience vision
5 min read
How to design a customer experience survey
8 min read
Omnichannel experience design: What, how and why
24 min read
How to build an investment case for customer experience
9 min read

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.