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

Gartner on CX & Data Protection
Fines for mismanagement of data expected to reach $1Bn
Fri, 25th Aug 2023

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

FMI on CX & Virtualisation
Virtual tourism market to be US$26 billion by 2033: FMI
Sat, 3rd Jun 2023
Expert columns

By Amit Desai of Propel
Deciphering the impact of reviews on small businesses i...
Last month

By Jonas Andersen of Waved
The power of audio experiences in retail and hospitalit...
Last month

By Nalin Agrawal of Dynatrace
How unified observability transforms user experiences a...
Last month

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
Interviews

Discussing Software-as-a-Service
Exclusive: Liferay's strong connection with its partner...
Wed, 22nd Mar 2023

Discussing Big Data
Exclusive: Aiven helps developers solve business proble...
Tue, 21st Feb 2023

Discussing Cloud Services
Exclusive: NICE brings AI solutions to the CX market
Thu, 8th Dec 2022
More expert columns

By Alban Villani of CitrusAd
Consumer experience: Is it forgotten in the Retail Medi...
Tue, 22nd Aug 2023

By Virginia Galaron Herrera of New Relic, APJ
Are we still talking about Digital Transformation?
Tue, 15th Aug 2023

By Rod Lester of NICE
Key factors to look for in a Customer Experience Softwa...
Wed, 26th Jul 2023

By Craig Farley of IPI
The five key pillars of exceptional customer contact
Fri, 14th Jul 2023

By Joe Saleh of Pitney Bowes
Why services and support matter to tech investments
Wed, 19th Apr 2023

By John-Daniel Trask of Raygun
Customer experience: how the most popular metrics can l...
Wed, 15th Mar 2023
Recent news

About Data Analytics
Quadient and Coface partner to offer advanced risk mana...
3 days ago

About Adobe
Adobe Analytics: A new frontier in bridging marketing a...
3 days ago

About Management
Zoom launches Workforce Engagement Management suite
5 days ago

About Productivity
Fintech platform Spendesk migrates to Storyblok’s CMS
6 days ago

About NICE
NICE CXone Summer 2023 release to deliver CX at scale
6 days ago
More expert columns

By John-Daniel Trask of Raygun
Customer experience: how the most popular metrics can l...
Wed, 15th Mar 2023

By Kam Zulawski of Dynatrace
How can retailers become more recession resilient?
Tue, 7th Mar 2023

By Kam Zulawski of Dynatrace
Retailers must change how they manage customer experien...
Thu, 2nd Mar 2023

By Rod Lester of NICE
Prioritising a digital-first customer experience strate...
Wed, 1st Mar 2023

By Murphy Mathew of IDeaS
Listen and act: Why hotels need better guest engagement
Tue, 28th Feb 2023

By Farmlands
Answering to the hands-free farmer: How Farmlands pione...
Mon, 20th Feb 2023
Even more expert columns

By Farmlands
Answering to the hands-free farmer: How Farmlands pione...
Mon, 20th Feb 2023

By Maneesh Sharma of LambdaTest
Why digital experience testing is the future
Wed, 1st Feb 2023

By Gerhard Loots of Kallipr
Why the water industry cannot ignore digitisation
Mon, 16th Jan 2023

By George Pecchiar of Peacock Bros.
How ePOD systems are automating delivery processes and ...
Tue, 20th Dec 2022

By Yasinta Widjojo of Pin Payments
How online payment systems could help your business sca...
Thu, 15th Dec 2022

By Tim Charlesworth of SAS
Embracing complexity in digital retail through advanced...
Thu, 15th Dec 2022

By George Pecchiar of Peacock Bros.
How ePOD systems automate delivery processes and enhanc...
Thu, 15th Dec 2022

By Tom Christodoulou of Zebra Technologies
How enterprise tablets save and make you more money tha...
Tue, 13th Dec 2022

By Alok Kulkarni of Cyara
Don’t let your CCaaS cloud migration cast a shadow over...
Mon, 12th Dec 2022

By Ricky Blacker of WP Engine & WordPress
Why building a secure browsing experience is vital
Mon, 12th Dec 2022
More news

About Platform-as-a-Service
Sumsub partners dtcpay to secure digital currency payme...
Last week

About Management
Zoom extends customer experience software with latest r...
Last week

About Salesforce
Salesforce enters new era with Red Hat Enterprise Linux
Last week

About NICE
NICE named market leader for CX Analytics solution
Last week

About Cloud Services
Ping's unveils a new solution for a passwordless future
Last week
Even more news

About Shopping
Billson's launches new AR marketing campaign with XRii
Last week

About Retail
Retail experts launch new edition of omnichannel retail...
Last month

About Data Protection
Loyalty Now lists digital loyalty program benefits for ...
Last month

About Software-as-a-Service
Vudoo partners with UTS to develop an AI recommendation...
Last month

About Partnerships
TurinTech partners with Deaglo to raise the bar on AI
Last month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Contact Centre, Open source, and Chatbots.
Powered by