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 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
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
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
The power of customer obsession
October 24 by Jody Carter
Learn how Invisalign maker Align Technology used customer obsession to build a customer-centric culture
Meta’s vision of a virtual future drives Ray-Ban sales and share price
October 22 by Melanie Mingas
Sales and investor interest in smart glasses give Ray-Ban major financial boost
Talkdesk KPI benchmarking report
October 22 by CX Network
Learn about the importance of tracking results in Talkdesk's latest KPI benchmarking report
Southwest Airlines boosts customer experience with new cabins
October 19 by Francesca Di Meglio
Learn about how Southwest Airlines is improving customer experience with modifications for travelers
CX trends in 2026: What to expect and how to prepare
October 14 by Melanie Mingas
CX Network looks at the lessons we can learn from ChatGPT, Klarna and Disney, and explains what it means for CX in 2026
The empathy gap: Fixing the most critical failure in the customer journey
October 09 by Conny Kalcher
Learn about how CX leaders can avoid the empathy gap in the customer journey
25 Habits of customer-obsessed leaders on CX Day 2025
October 07 by Francesca Di Meglio
On CX Day, learn about the habits of customer-obsessed leaders and how this trickles down into a company
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
