Customer Experience

What Is Customer Experience (CX)?

Understanding the True Definition of Customer Experience

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.

We Have Developed A Customer Experience Definition to Guide Organizations

As pioneers in the field of CX 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.

RICOH Canada experienced a 34 point Net Promoter Score improvement in just 30 months. How did they do it?

Our focus on improving CX strategies helps to drive value, reduce cost and build competitive advantage.

How We Can Help

It’s a complex process of understanding your organization’s relationship with your customers. When addressed effectively, customer experience eases customer acquisition, drives customer loyalty and improves customer retention.

customer experience helps to develop a strategic road map

Helping organizations develop CX strategies that deliver results. Learn how to develop a strategic roadmap.

behavioral journey mapping, emotionally based customer experience

Undertaking specialized emotionally-based customer research methods we’ve developed in conjunction with some of the world’s most prestigious business institutions. Discover how you can do the same.

CX customer centricity training

Helping to define how customer-centric the organization is, and how customer-centric it wants to be. Let us show you how to gauge your customer-centricity.

cx user design program

Designing emotionally engaging Experiences. Start designing the next level of your Customer Experience.

CX measurement

Measuring the experiences the organization currently delivers. Find the key points to measure your CX.

cx training program

Training leaders to become CX experts themselves. Start engaging your Senior Leadership.

Beyond PhilosophyCustomer Experience