CX or Customer Experience is an outside/in view of the business.
Quite simply, it’s the ability to capture customers’ sentiment at every touchpoint on their journey, so a business can assess how likely they are to buy again and be retained for a lifetime.
At a top level, CX is surveys, email, online, SMS and telephone, and it is also voice and text analytics and the ability for predictive analytics and case management.
CX is the customer barometer that tests the market temperature. It enables better segmentation that informs a business how it can best sell new products and services, all aligned to customer activities and sentiments.
You can learn more about CX and all things ‘X’ in ‘Beware the ‘X’istential beings’