What is customer experience (CX) exactly?
We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our customers what they think of us and (maybe) doing something with their feedback. Others may think that it is just about how we organize our ordering, sales or support processes. Get 10 people in a room and you may well get 10 different opinions. Ian Golding, a well-known CX specialist defines Customer Experience as “the sum of all interactions a cus