Customer experience (CX) is the overall perception and feelings a customer has about their interactions with a company or brand throughout their relationship.
This includes various touchpoints such as browsing the company's website, communicating with customer service team, using the company's products or services, and experiencing the company's branding and marketing efforts.
A positive customer experience can lead to repeat business, positive word-of-mouth, and increased customer lifetime value, while a negative customer experience can result in customer churn, negative reviews, and decreased revenue.
Understand business objectives, competitive analysis, stakeholder interviews, persona creation, understand technology constraints.
Customer experience mapping, service blueprint mapping, user stories, product and service strategy creation.
UI design, interaction design, service design, storyboarding, digital and physical prototypes
Understand our customer experience design process
