Customer experience

Definition

Customer Experience, usually abbreviated to CX, is a customer’s perception of and feelings towards a brand as they navigate the customer journey. As CX is cumulative, every touch point and every interaction, whether it’s with a product, a website or an agent working in a contact center carries equal weight in deciding whether your CX is good or bad.

Customer Experience is now a brand’s biggest differentiator and is why many forward-thinking organizations look to partners such as Sitel Group to help manage their CX to ensure customer support and service across all channels of communication is in line with modern customers’ expectations.