Customer experience (CX) refers to all of a customer’s interactions with a company. This includes all phases and touchpoints throughout a customer’s journey, from initial prospect to, hopefully, an advocate who promotes and recommends new prospects. With the right tools, designing excellent customer experiences is fairly easy regardless of the industry or whether the experience is B2B or B2C.
Our latest guide, ‘How to deliver outstanding customer experiences’, is a must-read for anyone interested in improving customer experience. The recommendations and insights are based on our research and experience working with organisations such as Google, Design Museum and Virgin Media.
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