Customer Experience

Customer Experience

Customer eXperience (CX)

  • The sum of all experiences a customer has with a supplier of goods or services, over the course of their relationship with that supplier
    • Customers receive some kind of experience when buying goods and/or services
    • Experiences can range from positive to negative
  • Sometimes is used to mean an individual experience for one transaction, depending on the context

Customer eXperience Management (CXM)

  • Customer eXperience Management (CXM) solutions deliver dynamic, targeted, and consistent content and service interactions across digitally-enabled points of contact
    • Operations and processes focus on customer need and desire
    • Designed to move customers from satisfied to loyal and then from loyal to advocate
  • In contrast, Customer Relationship Management (CRM) solutions are enterprise-focused
    • Operations and processes focus on product, price and enterprise process
    • Designed to manage customers for maximum efficiency

Sitecore Customer eXperience Management