Customer Experience (CX)

Definition of Customer Experience (CX)

The overall perception and feelings a customer has about a company based on their interactions.

Explanation of Customer Experience (CX)

Customer experience (CX) encompasses all interactions and touchpoints a customer has with a company, from initial awareness to post-purchase support. It includes every aspect of the customer journey, such as browsing a website, interacting with customer service, and using the product or service. A positive customer experience leads to higher satisfaction, loyalty, and advocacy, while a negative experience can result in churn and damage to the brand’s reputation. Businesses strive to deliver exceptional CX by understanding customer needs, preferences, and pain points, and by continuously improving their products, services, and interactions. Effective CX management is crucial for building long-term customer relationships and achieving business success.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.