What Is Customer Experience? Related Articles Improve Customer Experience: 5 Strategies That You NEED to Try Customer Service vs. Customer Experience Customer Loyalty: Innovative Customer Retention Strategies Definition: Contact Centre Jargon and Terminologies © Dmitry Demidovich - Shutterstock - 2057257301 518 Filed under - Definitions, CX, Talkdesk What Is CX? Customer experience (CX) is the result of all the interactions a customer has with a brand during that customer’s journey. It includes everything, from the sales process to the product or service, to customer service. Customer experience refers to the overall relationship between a brand and its customers and it has a great impact on a company’s bottom line. Customer experience is shaped by three factors: 1. Products/Services Your products or services must be tailored to your customers’ needs. Research and customer feedback are very important to constantly improve your offer according to your customers’ needs. 2. Employees Your employees are at the forefront of your business. Customers want to speak with staff that are friendly and approachable, whether they are sales representatives or support agents. Keeping your employees happy, motivated, and engaged is crucial to your company’s success. 3. Processes To get all things working seamlessly, from the moment of discovery to the post-sale experience, companies have to streamline their processes, uncovering inefficiencies and working towards a holistic customer service approach. The customer experience is spread across many different channels: brick-and-mortar, website, social media, phone, etc. It’s very important that customers have the same experience, regardless of the channel through which they interact with your brand. For that, an omnichannel engagement strategy is fundamental. Thanks to Talkdesk Author: Robyn Coppell Published On: 8th Dec 2022 Read more about - Definitions, CX, Talkdesk Recommended Articles Improve Customer Experience: 5 Strategies That You NEED to Try Customer Service vs. Customer Experience Customer Loyalty: Innovative Customer Retention Strategies Contact Centre Jargon and Terminologies Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter