---
Title: "What Is Customer Experience (CX)? Definition"
Url: "https://computer.io/glossary/customer-experience"
Topic: "Customer experience"
Description: "Customer experience (CX) is the sum of every interaction a customer has with a company and how they feel about it. Definition, components, metrics and examples."
---

# 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.

## FAQ

### Why is customer experience important?

Better CX increases loyalty, retention, referrals and revenue.

### What is a CX strategy?

A plan to deliver consistent, positive experiences across the customer journey.

### How does AI improve customer experience?

Instant answers, 24/7 availability, personalization and proactive help.

## Related terms

- [Customer journey](https://computer.io/glossary/customer-journey)
- [Customer satisfaction](https://computer.io/glossary/customer-satisfaction)
- [Customer effort score (CES)](https://computer.io/glossary/customer-effort-score)
- [How do you create a customer experience strategy?](https://computer.io/answers/how-to-create-a-customer-experience-strategy)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer experience strategy](https://devrev.ai/blog/customer-experience-strategy)