Molly Rigatti and Brigette Fahl

What *REALLY* is Customer Experience?

Quick Takes: CX can drive brand loyalty and advocacy and greatly affect revenue and reputation. When CX is done well, there is a direct correlation between employee happiness and productivity. Internally, CX creates customer-centric processes to ensure your brand promise is kept over and over again no matter when, how, why, or with whom interactions happen. (RevOps has entered the conversation.) Externally, CX is the holistic perception of your brand and the delivery of your brand promise from stranger to advocate and everything in between. Customer Experience (CX) is more than Customer Service because CX includes the support you give during pre-purchase (marketing), sales, and post-sale. Customer Experience is more than UX (User Experience) because CX is collective over an entire customer journey with your brand. Let’s dive in.