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CX Tech

20 Definitions of Customer Experience in 2021

David Balaban
April 19, 2021

3 minute read

Customer experience (CX) is taking a new shape as interactions between businesses and customers have largely migrated to the internet as a response to COVID-19.

This shift is causing customers to prioritize positive, seamless, and often contactless experiences over other attributes such as brand, price, and product quality. According to Forbes Insights, 74% of shoppers say that CX is the key factor when deciding whether or not to buy from a company.

Commerce in a coronavirus world is causing consumers to rethink how they define an enjoyable, seamless brand experience. Let’s take a look at 20 definitions that reflect the current state of the customer experience ecosystem.

Definition #1. CX is how customer expectations overlap with the actual experiences they get when interacting with a company.

Definition #2. CX is the opinion people form about the organization’s commitment to a customer-centric strategy based on their interactions with it.

Definition #3. CX reflects how retail companies care about their clients’ physical well-being without sacrificing the overall perceptions of the customer journey.

Definition #4. CX is a multitude of alternatives that are readily available when the options to examine a product in-store are limited due to disease prevention measures.

Definition #5. CX is the fundamental brand differentiator that increasingly eclipses price and product factors.

Definition #6. CX is a catalyst for intertwining the customer journey with virtual reality (VR) and augmented reality (AR) technologies.

Definition #7. CX is a “snowball” of satisfactory experiences that grows as you build relationships with clients through communication, trust, loyalty, and recommendations.

Definition #8. CX is what bridges the gap between customers and the result they anticipate from dealing with your company.

Definition #9. CX is a combination of your brand’s efforts to attract new customers while also making existing ones feel special.

Definition #10. CX is an element of business philosophy geared toward minimizing trial and error when a user is choosing a product.

Definition #11. CX provides security mechanisms to protect clients’ sensitive data against cyber threats that have escalated amid the healthcare crisis.

Definition #12. CX is a fusion of positive and negative impressions a person gets while using a product or service.

Definition #13. CX is how a company engages with its clients throughout the buying cycle, from advertising to sales, to after-sales service.

Definition #14. CX is the ability to undertake a full-blown buying journey using a smartphone. A recent study shows that 53% of customers who make daily purchases online use their smartphones to do it.

Definition #15. CX is the sum-total of all contact points between your organization and customers.

Definition #16. CX is what a company does to follow through with its marketing claims.

Definition #17. CX is a process of turning someone who has never heard of your brand into a loyal customer who gladly recommends it to their friends.

Definition #18. CX is a mix of traditional customer communication channels and self-service options such as tutorials, FAQs, and chatbots backed by machine learning.

Definition #19. CX resembles a strong and healthy partnership, where positive early customer experiences play a major role in nurturing long-term relationships.

Definition #20. CX is how effectively businesses provide customers with intuitive self-service options.

A PwC report says a single bad experience is enough to discourage 32% of customers from doing business with a favorite brand. When the expectations bar is set so high, the right time for companies to rethink and step up their CX strategy is now.

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David Balaban
David Balaban
David Balaban is a computer security researcher with over 15 years of experience in malware analysis and antivirus software evaluation. David runs the Privacy-PC.com project which presents expert opinions on contemporary information security matters, including social engineering, penetration testing, threat intelligence, online privacy and white hat hacking. David has a strong malware troubleshooting background, with the recent focus on ransomware countermeasures.
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