Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.
Gartner asserts the importance of managing the customer’s experience as more and more companies incorporate Customer Success departments, many companies need to start with the basics of establishing a customer experience function. This is where I come in and facilitate the building of an attainable strategy.