Customer Experience
Customer Experience (CX) is a widely used term across industries, it is considered as the new battlefield for businesses and organizations to prove themselves. There is evidence and we can all agree, we are willing to pay more for better Customer Experience. Reinventing CX is also a new proposition due to evolving customer interests and new behaviors which the pandemic has greatly helped in developing.
Some popular definitions of Customer Experience include:
“The sum-totality of how customers engage with your company and brand.” (Richardson, 2010)1
?“Customer experience is the sum of all engagements a customer has with your brand throughout the customer lifecycle. It is not just one moment, it’s all moments combined. Design for that...” – Brian Solis
How should an organization enable and embrace customer experience?
?Start with empathy, embrace authenticity, aim to provide frictionless experience through all moments in contact with customer irrespective of channel, ensure your brand stands for a purpose (believe in first) and always ensure you are resolving pain points through your products and services. Remember Customer Experience is a much wider term, it can be broken down to Employee Experience, Guest Experience, Student Experience depending on the target end user, it should not be limited to a particular channel. (Read more @Steve Olenski)2
?What constitutes Customer Experience?
????Digital experiences and interactions (website; mobile applications)
????In-person / offline experience in physical / digital / virtual store
????Or across the entire product ecosystem (resolve needs of customer)
????Customer Service: Demonstration of genuine care / concern / action / action on feedback
????Speed at which your problems are addressed by the brand
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What tools & methods are used to design better Customer Experience?
?????Journey Mapping (emotions)
????Jobs to be Done (tasks)
????Path to purchase / touchpoints (channels)
????Design Thinking (empathy)
????Product Channel Customer Mapping (alignment)
????Problem-Solving/Convenience/Value Proposition Canvas
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What are some key trends in Customer Experience?
?????Hyper-personalization, Conversational AI, Intelligent Assistants
????Data-driven well-being (e.g., reminder for a break to recharge, possible ingredients with allergens)
????Intelligence & innovation using Data, AI, Data Science (personalized recommendations)
????Trust, Transparency, Security & Data Privacy (clarity, eliminating ambiguity and twisted language)
????Human Centered Design & Digital Skills for Workforce (people creativity, value delivery)
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Camilla Lif
Managing Director at Limendo
3 年I believe customer word in 'customer experience' is like a variable and it can be replaced with the most appropriate actor in focus at a given time , therefore #guestexperience #partnerexperience #employeeexperience all fit under the umbrella of cx.