Customer Experience
Customer experience (CX) is the cornerstone of any successful business strategy, encompassing every interaction a customer has with a brand. A positive customer experience is vital for fostering customer loyalty, driving repeat business, and generating positive word-of-mouth referrals.
Businesses that prioritize CX focus on understanding customer needs and preferences to deliver personalized and seamless interactions across all touchpoints. By investing in CX initiatives, businesses can differentiate themselves in competitive markets and build strong relationships with their customer base.
In today's digital age, customer experience extends beyond individual transactions to encompass the entire customer journey. From initial awareness and consideration stages to post-purchase support and follow-up, each interaction contributes to shaping the overall perception of a brand. Learn about all the latest developments in customer experience design and management with the resources below and our ultimate guides: What is CX?, The customer-centric strategy guide, The Net Promoter Score (NPS) guide , The CX Network guide to journey mapping, management and orchestration and Proving ROI in CX: A step-by-step guide for practitioners.
Klarna's IPO and shift away from AI in CX
September 10 by Francesca Di Meglio
Learn about Klarna's IPO, its move away from AI in CX and return to human agents providing support
Amid IPO bid, Shein stumbles with Luigi Mangione advertisement
September 05 by Francesca Di Meglio
Amid IPO bid, Shein publishes an advertisement for a shirt using the likeness of accused killer Luigi Mangione
Top 10 CX challenges in 2025
September 05 by Francesca Di Meglio
Learn the top 10 customer experience, CX, challenges in 2025 to better understand what businesses are facing
How CX practitioners in APAC are investing in CX
September 04 by Jerome Smail
Discover what customer experience, CX, practitioners' investment priorities are in APAC in 2025
Is Net Promoter Score overrated?
September 03 by Claire Cunningham
Learn about why Net Promoter Score. (NPS) is a poor metric for improving customer experience, CX
Why CX leaders should build a "yes" culture
August 29 by Francesca Di Meglio
Discover why CX leaders should build a "yes" culture in this interview with book author Peter Cross
5 Things to know about the state of CX in 2025
August 29 by Francesca Di Meglio
Learn about the most important results from the Global State of CX 2025
Customer feedback convinces Cracker Barrel to retreat on new logo
August 27 by Francesca Di Meglio
Find out about how customer feedback convinced Cracker Barrel to revert to their old logo
McDonald's lowers prices to regain customer loyalty
August 22 by Francesca Di Meglio
Find out how McDonald's is lowering prices and taking other measures to win back customer loyalty
How APAC practitioners are building their CX strategy in 2025
August 04 by Jerome Smail
Learn about how APAC leaders are building their CX strategy, according to the Global State of CX 2025
The customer-centric strategy guide
October 01 by CX Network
Insights and strategies for implementing a customer-centric approach
A customer experience guide to chatbots
August 17 by CX Network
Discover why chatbots are crucial to business efficiency and customer satisfaction
