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.
What we learned at All Access: Future of CX
January 09 by Chloe Chappell
Senior event producer Chloe Chappell rounds up key takeaways on AI agents, new service models, the barriers to AI adoption, and pe
Three ways the great NPS debate rages on
January 07 by Claire Cunningham
Just because something has had its uses, doesn’t mean it’s timeless. Claire Cunningham explains why three common arguments for NPS no longer hold water
The evolution of flight: The airline experience in 2030
January 06 by Melanie Mingas
Hear from United’s Innovation head, Jorie Sax, as she explains how to build trust, understand customers, and balance human and machine
What's happening to Target's customer experience in 2026?
January 05 by Francesca Di Meglio
Learn about Target's customer experience woes and its planned comeback in 2026
Delivering a customer-first experience in a tech-driven world
December 30 by Melanie Mingas
Expereo’s director of CX explains how to put CX at the core of the customer proposition and how to make sound investments in CX tech
The A-Z of customer complaints in 2026
December 23 by Melanie Mingas
CX experts from Trustpilot, Intradiem, and Ventrica explain how brands should deal with freebie hunters and AI overviews
Bringing a long-term vision to CX
December 19 by Melanie Mingas
From the biggest challenge facing CX to the best professional advice she has ever received, Coles’ VoC specialist Claire Cunningham talks to CX Network
Roomba maker files for bankruptcy and is acquired by Chinese supplier
December 15 by CX Network
Shenzhen PICEA Robotics acquires original robotic vacuum maker as it restructures and files for bankruptcy
Improving CX while strengthening data security
December 08 by Alex Vakulov
Alex Vakulov explains how technology transformed CX and risk, and the five pillars of secure, modern CX
AT&T is making customers angry
December 06 by Francesca Di Meglio
Gain insight into why customers are upset with AT&T for price hikes and and changes
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
