Customer Experience (CX)
What is Customer Experience (CX)?
Personalization of the customer experience includes knowing customer preferences, history, transcripts of previous conversations and predictive intelligence to provide relevant offers and identify upsell opportunities. An effortless customer experience requires channel choice, the convenience of easily switching between preferred channels, not having to repeat information if transferred, and first contact resolution.
Customer experience is the sum of how customers perceive every interaction with an organization, from browsing a website to resolving a problem with an agent. In the contact center it is shaped by practical things: how easy it is to reach the right help, whether the customer has to repeat themselves, how long resolution takes and whether the outcome was right the first time.
Organizations usually measure CX through surveys such as customer satisfaction (CSAT), Net Promoter Score (NPS) and customer effort score, combined with operational measures like first contact resolution and repeat contacts. Improving CX tends to depend on giving agents and automated services the same context, connecting channels so conversations can move between them, and fixing the root causes that make customers contact the organization again.
Related: Customer Experience Management, First Contact Resolution (FCR), Context-driven CX, Failure demand.