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 trends in 2026: How to avoid the hype and drive real-world results
November 13 by Melanie Mingas
Discover how to cut through the noise, avoid distraction, and focus your work in 2026 and beyond
Black Friday's decline: How businesses can adjust to changing holiday shopping trends
November 07 by Joanna Clark-Simpson
Learn about how to adjust to changing holiday shopping trends as CX leaders gear up for Black Friday
Taking ecommerce offline: Shein opens in Paris
November 05 by Melanie Mingas
Singapore-based fashion retailer Shein opens concession outlet in BHV, Paris, with five more stores planned
John Lewis trials service-led experiences for loyalty members
November 03 by Melanie Mingas
John Lewis to reward members of its My John Lewis program with exclusive access to premium lounge in London store
Tricks and treats: The sweet and scary in the customer experience landscape
October 31 by Francesca Di Meglio
Learn about the sweet and scary in the customer experience landscape to better understand strategy
Is NPS to blame for the decline in customer experience?
October 31 by Claire Cunningham
Learn about how NPS, net promoter score, can cause a decline in customer experience
CX Isn’t a Platform. It’s a Philosophy
October 29 by Nathalie Schooling
Discover how Timpson and Ritz-Carlton are bucking the negative CX trends being recorded in major markets
2026 State of the customer experience report
October 28 by CX Network
Read the 2026 State of the customer experience report to learn how to be successful in the age of AI
CX trends in 2026: 10 ways generative and agentic AI will change the game
October 28 by Melanie Mingas
Discover the 10 ways our panel of CX experts believe generative and agentic AI will change CX in 2026
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
The future of customer experience – A CX Network guide
October 27 by CX Network
Everything you need to know about the future of customer experience
