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Customer experience

Customer experience is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. (source: Wikipedia)

How Chief Customer Officers Are Driving Change

Added on 31 January 2012 Peter Bogaards

CX is getting a lot of traction due to Forrester these days. I wonder why.

“An increasing number of companies are appointing a single executive to lead customer experience efforts for a business unit or the entire company.”

(Paul Hagen a.k.a. @PaulHagen ~ UX magazine)

Customer experience

forrester

6 Disciplines for Reaching Customer Experience Maturity

Added on 25 January 2012 Peter Bogaards

Morphing UX into CX increases organizational complexity by several levels of magnitude.

“Most companies say they want to differentiate themselves based on a superior customer experience. But the reality is very few manage to provide an experience that truly differentiates a brand from competitors.”

(Megan Burns a.k.a. @mbcxp ~ UX Magazine)

Customer experience