What is CX?
CX (or Customer eXperience) is how your company meets (or not) a consumer’s expectations from each interaction between them and your company .
It’s also worth mentioning that CX includes each and every customer contact with your employees, your product and services, and how they are delivered. CX has a quantifiable value that accumulates while you build relationships with customers through communication, trust, loyalty, and recommendations.
According to one leading research2 , CX has overtaken products, services, and price as the main brand differentiator.
What is the ROI of CX?