If you’re new to the field of customer experience management, what would you expect? Read on to see what surprised Selwa Lukoskie in her first experiences in writing about CX.
customer experience (CX)
CX is a multifaceted discipline. CX – like UX and customer service – is actually an entire discipline, equipped with scientific research, data, metrics, experts, thought leaders, etc.
“According to Harley Manning, vice president and research director at Forrester Research, customer experience is:
how customers perceive their interactions with a company along each step of a customer journey, from discovery, to purchase and use, to getting service.”
“A company may perceive to have given a good overall customer experience, but that’s only one side of the equation. A customer’s perception is what really matters. No matter what kind of experience you think you gave a customer, they may have perceived something entirely different. This makes the definition of CX – and its metrics – not just multifaceted, but also ambiguous.”
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