Customer experience (CX) - Glossary

Customer experience often abbreviated as CX is the cumulative impression a customer forms over time through their interactions with a business. It's more than just customer service; it's every touchpoint a customer encounters—from the moment they learn about a product to the post-purchase experience. Quality CX is about creating seamless enjoyable journeys that transcend mere transactions. For instance imagine walking into a café where the barista not only remembers your preferred order but also greets you by name creating a warm personalized experience. This memorable personalized treatment makes customers feel valued and is likely to generate loyalty and positive word-of-mouth. Businesses that excel in CX often see tangible benefits including increased customer retention satisfaction and ultimately a stronger competitive edge. In essence customer experience is about making every interaction count ensuring customers leave with a positive impression every time.