[[{"@context":"http:\/\/schema.org","@type":"BlogPosting","about":"http:\/\/www.wikidata.org\/entity\/Q984142","description":"What is customer experience? Brand messaging, morals, social interactions, sales processes, in-store experiences, and customer service, for starters.","dateModified":"2021-02-20T00:28:00Z","datePublished":"2019-06-13T10:00:00Z","name":"What is customer experience? CX defined","headline":"What is customer experience? CX defined","author":{"@type":"Person","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/","name":"Jenn Vande Zande","sameAs":["https:\/\/twitter.com\/jennvzande","https:\/\/www.linkedin.com\/in\/jennvandezande"],"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/07\/11\/what-does-crm-mean\/#Person"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/06\/thumbnail-107dd87db5c6d80df2c5a60650c4abdd-1200x630.png","height":"630","width":"1200","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2019\/06\/thumbnail-107dd87db5c6d80df2c5a60650c4abdd-1200x630.png"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","width":"500","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1"},"url":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","name":"The Future of Customer Engagement and Experience","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"@id":"https:\/\/www.the-future-of-commerce.com\/"},"hasPart":{"@type":"FAQPage","name":"What is customer experience? CX defined","about":"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management","mainEntity":[{"@type":"Question","name":"What is CX software?","acceptedAnswer":{"@type":"Answer","text":"<p>Many businesses use customer relationship management (CRM) software, but it's important to note that CX and CRM are not the same technology. <\/p> <ul> <li>CRM software focuses on interactions with current and potential customers. <\/li> <li>CX software allows customer-consented data collection throughout each interaction of the customer lifecycle and helps leadership understand the customer journey.<\/li> <\/ul>","name":"What is CX software?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Answer2"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Question2"},{"@type":"Question","name":"Boosting profits: CX means big money (gained or lost)","acceptedAnswer":{"@type":"Answer","text":"When you offer a five-star customer experience, you\u2019re increasing the chances that your customer will stay with you for life, and customers for life means increasing your bottom line by substantial amounts \u2013 up to 95% for some industries.","name":"Boosting profits: CX means big money (gained or lost)","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Answer3"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Question3"},{"@type":"Question","name":"5 ways to create a great customer experience","acceptedAnswer":{"@type":"Answer","text":"<ol> <li>Empower employees<\/li> <li>Mobile-first<\/li> <li>Get smart with AI and machine learning<\/li> <li>Plan the customer journey<\/li> <li>Personalization<\/li> <\/ol>","name":"5 ways to create a great customer experience","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Answer4"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Question4"}],"abstract":" What is customer experience? Brand messaging, morals, social interactions, sales processes, in-store experiences, and customer service, for starters.","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#FAQPage"},"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"What is customer experience?","text":"Even though a customer might love your brand, if they\u2019ve had a bad experience at any touchpoint (think airlines and regional airline carriers, or grocery brands, and third-party sellers), it could be enough to turn them from a loyal consumer to someone who begins shopping your competitors.  There\u2019s so much involved in the customer experience that you\u2019ve got to pay close attention to each part of the customer journey in order to get it right, because there simply isn\u2019t a part that\u2019s more important than the other.","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"Question","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Answer1"},"name":"What is customer experience?","@id":"https:\/\/www.the-future-of-commerce.com\/2019\/06\/13\/what-is-customer-experience\/#Question1"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2019","item":"https:\/\/www.the-future-of-commerce.com\/2019\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"13","item":"https:\/\/www.the-future-of-commerce.com\/2019\/\/06\/\/13\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"What is customer experience? 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