What is customer experience (CX)?

Customer experience (CX) is the perception a customer has of your brand. It is the totality of all interactions with your company, including the cumulative impact of multiple touchpoints as well as all indirect contact with your organization.

Creating a winning CX has become increasingly important for businesses to meet the rapidly evolving expectations of consumers. To fully optimize CX for e-commerce today, companies need to take a holistic view of pre-purchase, consumption, and post-purchase stages of the consumption process. This not only involves improving the overall brand experience before, during, and after a transaction, but also meeting customer expectations for convenient and seamless online transactions, omnichannel capabilities, and personalized shopping experiences.

In this CX resources section, our team of industry experts share tips, insights, and strategies for improving digital buying experiences. If you’re interested in learning more about how to optimize CX to strengthen the customer journey, check out some of our articles below.