CX (Customer Experience)

Customer Experience (CX) encompasses the sum of all interactions a customer has with a brand, from initial awareness to long-term loyalty. It spans physical and digital touchpoints, including websites, apps, customer support, and product usage. A well-designed CX strategy integrates emotional resonance, functional efficiency, and consistency to foster trust, satisfaction, and advocacy. Metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are used to evaluate and refine CX initiatives.