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.
In order to gain insights into the technologies that power customer experience, TechTarget’s Enterprise Strategy Group surveyed 400 IT and business professionals at organizations in North America (US and Canada) with knowledge of and participation in their organization’s customer experience initiatives.