category: UIUX 360

Customer Experience (CX)

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Customer Experience (CX)

What is Customer Experience (CX)?

Overview

CX or Customer experience refers to all the different interactions that a user has with a brand through its various channels and products, and how the user feels about them. The various dimensions of customer experience include feelings, emotions, senses, perceptions, participation, cognitive evaluations, memories, spiritual components, and behavioral intentions.

Customer experience is the internal and subjective feedback that customers receive, directly or indirectly, from a brand or company. Direct contact usually occurs during purchase, use, and service and that is usually initiated by the customer. Indirect contact often involves unplanned encounters with representations of a company's services, products, or brands and may take the form of verbal recommendations or advertisements, criticisms, news reports, reviews, etc.

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