The Ultimate Guide to Customer Experience
2023 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports

FMI on CX & Virtualisation
Virtual tourism market to be US$26 billion by 2033: FMI
Last week

Gartner on CX & Cybersecurity
ExtraHop earns customers’ choice distinction in Gartner...
Last week

Forrester Research on CX & Revenue management
Customer trust crucial during times of economic struggl...
Last month

Gartner on CX & Contact Centre
Gartner names NICE Customers Choice in 2023 Peer Insigh...
Thu, 20th Apr 2023

ADAPT on CX & Competition
ADAPT releases top emerging tech and value priorities f...
Tue, 21st Mar 2023
Expert columns

By Joe Saleh of Pitney Bowes
Why services and support matter to tech investments
Wed, 19th Apr 2023

By John-Daniel Trask of Raygun
Customer experience: how the most popular metrics can l...
Wed, 15th Mar 2023

By Kam Zulawski of Dynatrace
How can retailers become more recession resilient?
Tue, 7th Mar 2023

By Kam Zulawski of Dynatrace
Retailers must change how they manage customer experien...
Thu, 2nd Mar 2023

By Rod Lester of NICE
Prioritising a digital-first customer experience strate...
Wed, 1st Mar 2023
Interviews

Discussing Software-as-a-Service
Exclusive: Liferay's strong connection with its partner...
Wed, 22nd Mar 2023

Discussing Big Data
Exclusive: Aiven helps developers solve business proble...
Tue, 21st Feb 2023

Discussing Cloud Services
Exclusive: NICE brings AI solutions to the CX market
Thu, 8th Dec 2022

Discussing Customer Relationship Management
Exclusive: How Accenture is changing the customer exper...
Fri, 19th Aug 2022
More expert columns

By Murphy Mathew of IDeaS
Listen and act: Why hotels need better guest engagement
Tue, 28th Feb 2023

By Farmlands
Answering to the hands-free farmer: How Farmlands pione...
Mon, 20th Feb 2023

By Maneesh Sharma of LambdaTest
Why digital experience testing is the future
Wed, 1st Feb 2023

By Gerhard Loots of Kallipr
Why the water industry cannot ignore digitisation
Mon, 16th Jan 2023

By George Pecchiar of Peacock Bros.
How ePOD systems are automating delivery processes and ...
Tue, 20th Dec 2022

By Yasinta Widjojo of Pin Payments
How online payment systems could help your business sca...
Thu, 15th Dec 2022
Recent news

About Platform-as-a-Service
Forever 21 selects Amperity for its first-party data st...
Yesterday

About Twilio
Twilio unveils CustomerAI; expands Google Cloud partner...
Yesterday

About NICE
NICE launches next big leap of CX platform Enlighten
2 days ago

About Hitachi
Hitachi Vantara launches consulting services to improv...
Last week

About Startup
Tech startup shakes up retail industry with new CX plat...
Last week
More expert columns

By Yasinta Widjojo of Pin Payments
How online payment systems could help your business sca...
Thu, 15th Dec 2022

By Tim Charlesworth of SAS
Embracing complexity in digital retail through advanced...
Thu, 15th Dec 2022

By George Pecchiar of Peacock Bros.
How ePOD systems automate delivery processes and enhanc...
Thu, 15th Dec 2022

By Tom Christodoulou of Zebra Technologies
How enterprise tablets save and make you more money tha...
Tue, 13th Dec 2022

By Alok Kulkarni of Cyara
Don’t let your CCaaS cloud migration cast a shadow over...
Mon, 12th Dec 2022

By Ricky Blacker of WP Engine & WordPress
Why building a secure browsing experience is vital
Mon, 12th Dec 2022
Even more expert columns

By Ricky Blacker of WP Engine & WordPress
Why building a secure browsing experience is vital
Mon, 12th Dec 2022

By Dematic
Key considerations for harnessing warehouse data to imp...
Thu, 27th Oct 2022

By Sara Coghlan of Cheetah Digital
Why QSRs need to ‘cook up’ a perfect customer loyalty s...
Tue, 11th Oct 2022

By Anna Trifonopoulos of Marketplacer
New kid on the block: How your business can build up it...
Tue, 27th Sep 2022

By John-Daniel Trask of Raygun
Data overwhelm? Focus on your customer
Tue, 27th Sep 2022

By Chris Smith of M-Files
How business process automation limits the cost of huma...
Mon, 12th Sep 2022

By Tim Charlesworth of SAS
The promise and reality of the Customer Data Platform
Wed, 7th Sep 2022

By Jo Tozer of MYOB
Changing the customer engagement game with ERP
Mon, 5th Sep 2022

By Stewart Garrett of New Relic
What ANZ organisations can learn from Asia’s burgeoning...
Mon, 29th Aug 2022

By Tim Charlesworth of SAS
The proof is in the pudding: How to navigate to CX exce...
Mon, 22nd Aug 2022
More news

About Appian
Appian names Asia-Pacific Innovation Award winner for 2...
Last month

About DevSecOps
Cisco accelerates its full-stack observability strategy
Last month

About Global
Zoho integrates ChatGPT to launch 10 new generative AI ...
Last month

About Distribution
Future State 2023: What eCommerce could be like in 20 y...
Last month

About Data
Mortar AI forms new collaboration to develop SaaS marke...
Last month
Even more news

About Progress
Progress launches crucial DXP upgrade to power personal...
Last month

About Data
SAS increases efforts to make AI trustworthy and ethica...
Last month

About Leadership
Dynatrace brings on new ANZ Regional Vice President
Last month

About Appian
Appian names 2023 Partner Award Winners excelling in cu...
Last month

About Contact Centre
Digital Island’s new workshop for superior contact cent...
Last month
Other guides
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