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Category: Customer Experience
Customer Experience (CX) refers to the overall perception and interaction that a customer has with a brand or organization throughout the entirety of their journey. This encompasses every touchpoint, including pre-purchase interactions like marketing and research, the purchasing process, and post-purchase experiences such as customer service and support. CX focuses on how customers feel about these interactions, which can significantly influence their satisfaction, loyalty, and likelihood to recommend the brand to others. Organizations aim to enhance customer experience by understanding customer needs and preferences, optimizing processes, and creating meaningful engagements that foster a positive emotional connection with the brand. Effective management of customer experience can lead to improved business outcomes, such as higher customer retention rates and increased revenue.