Certainty and simplicity. Artificial serendipity. Partner in life. Personalisation Delivery There is much talk these days about customer experience or ‘CX.’ But what is customer experience – does it differ from customer service – and how important is it? I will try answer these two critical questions and highlight five trends in CX that will […]

Certainty and simplicity. Artificial serendipity. Partner in life. Personalisation Delivery There is much talk these days about customer experience or ‘CX.’ But what is customer experience – does it differ from customer service – and how important is it? I will try answer these two critical questions and highlight five trends in CX that will help most businesses drive sales and margins up while driving marketing costs down. CUSTOMER EXPERIENCE DEFINED  The term customer experience is used to address the experience or experiences customers have at each stage of the customer journey. While customer service refers specifically to the standard and nature of the service a customer receives at and around the point of purchase – customer experience refers to the experiences of the customer: In the lead-up to the purchase process – perhaps while planning a purchase. During the purchase process – including at the points of sale and…