Not yet receiving Enterprise Strategy Group research in your inbox? Find out why the vendor community is buzzing about the Data Point of the Week by signing up to receive this consumable weekly dose of industry insight!
Source: Enterprise Strategy Group Research Report, Customer Experience Strategies and Technology Frameworks, June 2023.
Customer experience is the sum of a customer’s digital interactions with a company throughout the customer lifecycle, from early online research of a product or service to active use and repeat business such as subscriptions. Most customer experience programs include the measurement of customer satisfaction and sentiment analysis. These processes aggregate and analyze customers’ perceptions and feelings resulting from interactions with a brand’s products and services, most often through short surveys collected throughout an engagement. Customer loyalty and retention are the desired results from the thoughtful execution and continuous improvement of CX.
