Customer Experience - What is it?

In commerce, customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship.[This interaction is made up of three parts: the customer journey, the brand touch points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. Gartner asserts the importance of managing the customer's experience.


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