The Ultimate Guide to Customer Experience
2023 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports

Forrester Research on CX & AI
Couchbase unveils Capella columnar service on AWS for r...
Last month

Forrester Research on CX & Workflow Automation
BillingPlatform announces strategic billing alliance wi...
Last month

FMI on CX & Telecommunications
Telecom analytics market to reach $23 billion by 2033
Tue, 22nd Aug 2023

Forrester Research on CX & Personalisation
Forrester names Tredence a leader in customer analytics
Fri, 7th Jul 2023

Forrester Research on CX & Contact Centre
AI Chatbots and the Importance of Automated Testing
Tue, 13th Jun 2023
Expert columns

By Jonathan Reeve of Eagle Eye
Unwrapping success: The golden rules of holiday retaili...
Last week

By Kris Day of New Relic
Why retailers need to embrace modern observability to t...
Last month

By Max Howells of Nintex
Will 2024 be the year you supercharge the performance o...
Last month

By Rob Crowley of Fluent Commerce
Preparing for peak holiday season with Composable Comme...
Last month

By James Robinson of SYSPRO
How ERP resolves five key challenges for industrial mac...
Tue, 17th Oct 2023
More expert columns

By Amit Desai of Propel
Deciphering the impact of reviews on small businesses i...
Fri, 15th Sep 2023

By Jonas Andersen of Waved
The power of audio experiences in retail and hospitalit...
Wed, 6th Sep 2023

By Nalin Agrawal of Dynatrace
How unified observability transforms user experiences a...
Mon, 4th Sep 2023

By Rod Lester of NICE
Channel selection: Essential for a successful customer ...
Tue, 29th Aug 2023

By Zoltan Losteiner of Amdocs
Transforming Enterprise Experience: CSPs' Holistic Cust...
Mon, 28th Aug 2023

By Alban Villani of CitrusAd
Consumer experience: Is it forgotten in the Retail Medi...
Tue, 22nd Aug 2023
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Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Contact Centre, Open source, and Chatbots.
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