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.
5 Things to know about the state of CX in APAC in 2025
May 02 by Jerome Smail
Discover the findings of the state of CX Asia-Pacific (APAC) n this transformative era
What Amazon’s tariff debate with Trump means for CX
April 30 by Amelia Brand
Amazon’s tariff controversy shows how political pressure can reshape CX decisions
M&S cyberattack exposes gap in CX strategy
April 29 by Amelia Brand
M&S cyberattack halts services and strains CX. Can the retailer rebuild trust after digital disruption?
5 Ways consumer choices impact brand success
April 29 by Joanna Clark-Simpson
In this list, readers learn about how consumer choices impact brand success.
A deep dive on CX strategies
April 23 by Francesca Di Meglio
Learn about essential customer experience lessons from thought leader and industry veteran David Hicks
JPMorgan Chase sues customers for fraud
April 17 by Francesca Di Meglio
Learn about the case of JPMorgan Chase suing customers for fraud after an infinite money glitch viral post
Customer journey management for next-gen CX
March 31 by Nayan Teja
Understand how to guide the customer journey for the future of CX management
SXSW 2025 innovations to connect with customers
March 28 by Francesca Di Meglio
Discover highlights of SXSW 2025 and gain tips from CX professionals connecting with customers in new ways
Making the leap from reactive to proactive CX
March 27 by CX Network
Author Tim Thijsse talks about the 150 actionable steps practitioners can take to operationalize CX
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
CX Network guide to customer experience metrics
April 09 by CX Network
Key performance indicators to measure for better retention, satisfaction and long-term growth
