A Customer Experience (CX) is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. This perception affects Customer behaviors and builds memories, which drive Customer Loyalty and affects the economic value an organization generates.
As pioneers in the field of customer experience we have conducted a great deal of research into what constitutes a “Customer Experience”. Much of this research was focused development of our five bestselling books on the subject. We have also published numerous White Papers and Case Studies, in addition to hosting frequent Webinars and Online CX Training Courses. View all CX Resources.