Customer Experience

Customer experience (CX) is the overall impression of your brand throughout the customer journey.

It is created through every interaction with the customer – from the initial contact to purchase and experience using your product or service.

The two main elements that shape customer experience are people and product. A pleasant customer experience helps you build loyalty and retain your customers.

Related terms:

Customer experience management (CEM) is a set of actions aimed at meeting or exceeding customer expectations to improve customer satisfaction and loyalty.

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Understanding customer experience

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