What is customer experience (CX)?
Customer experience (CX) is the total of every interaction a customer has with a company, from discovering the brand and buying to using the product and getting support, and how they feel about those interactions. Good CX makes each step easy, consistent and personal.
Components
| Component | Example |
|---|---|
| Product | Does it work and deliver value? |
| Service | Is help fast and effective? |
| Ease | How much effort does it take? |
| Emotion | How does the customer feel? |
| Consistency | Same quality across channels |
How CX is measured
CSAT, NPS, customer effort score, retention and churn, and qualitative feedback.
CX vs customer service
Customer service is one part of CX. CX covers every touchpoint, including marketing, product and billing.
