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.
CX isn't in crisis. It's having its finest hour
June 30 by Sue Duris
Sue Duris explains why the current shift in SaaS brings new opportunities for CX
The 10 major changes on the horizon for CX
June 29 by Melanie Mingas
What the rest of the decade holds, according to our research into the state of CX
What's shaping BFSI in 2026?
June 29 by CX Network
Discover the leading trends, customer demands, and challenges shaping the industry this year
Salesforce launches pay-per-resolution agent
June 26 by Melanie Mingas
Salesforce aims to tackle complex deployment and unpredictable consumption costs with Agentforce Help Agent
Back to basics: Getting onboarding, claims and service right in insurance
June 24 by Amelia Brand
Why onboarding and claims represent the most critical moments in insurance CX
Virtual influencers being used for customer acquisition
June 24 by CX Network
Brands exploiting lack of rules around AI content to create advertising campaigns
Refinanced Medallia to double down on generative AI and automation
June 17 by Melanie Mingas
Medallia’s new owners to inject $150m into the business to strengthen future position
AI search for real estate: How France’s Orpi is driving the conversation
June 16 by Melanie Mingas
Discover how and why real estate network Orpi linked its catalog to AI search engines
Keeping promises: How to align operations, marketing, and CX
June 16 by Melanie Mingas
Discover why alignment between marketing, operations and CX is driving stronger customer outcomes – and better visibility in AI search
Ryanair’s £8 family seat fee flies into regulatory headwinds
June 15 by Amelia Brand
CMA investigates Ryanair's £8 'mandatory family seat' fee over drip pricing and consumer law concerns
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
