What is customer experience and why should organisations care?

What is customer experience (CX)? Bruce Temkin, co-founder of the Customer Experience Professionals Association (CXPA), defines Customer Experience as “the perception that customers have of all their interactions with an organization”. The Cambridge Dictionary highlights that feelings are important, stating CX is ”the way someone feels at all stages of doing business with a company… Read more What is customer experience and why should organisations care?