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

Gartner on CX & CIOs
CX and OPEX driving insurance digitalisation - Gartner
Last month

on CX &
Optimizely DXP drives US$2.2 million savings, says Forr...
Last month

Forrester Research on CX & Fintech
Australian financial services delivery dips, says Forre...
Fri, 9th Dec 2022

Frost & Sullivan on CX & Cloud
Genesys named cloud contact centre leader by Frost & Su...
Wed, 30th Nov 2022

Gartner on CX & CRM
The App Edit: why conversational commerce is overtaking...
Tue, 20th Sep 2022
Expert columns

By Maneesh Sharma of LambdaTest
Why digital experience testing is the future
2 days ago

By Gerhard Loots of Kallipr
Why the water industry cannot ignore digitisation
Last month

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

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

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

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
Recent news

About NICE
NICE launches a conversational CX with ChatGPT-enabled ...
3 days ago

About Aruba Networks
Retailers to leverage technology to get ahead of custom...
Last week

About Artificial Intelligence
New Zoom virtual agent aims to transform customer suppo...
Last week

About Zendesk
Immersive CX is the new way to win and keep customers
Last month

About SnapLogic
Stemly using SnapLogic for stronger ML capabilities
Last month
More expert columns

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
Even more expert columns

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

By Abhishek Malhotra of VERSA CX
Is your chatbot bringing down the customer satisfaction...
Fri, 12th Aug 2022

By Jamie Atherton of Hyland
Government needs content services aligned for better cu...
Fri, 29th Jul 2022

By Julian Critchlow of Extreme Networks
Why scalable networks are key to delivering consumer-ce...
Wed, 27th Jul 2022

By Ravi Saraogi of Uniphone
Smarter CX solutions to drive business transformation i...
Wed, 27th Jul 2022

By Michael Dyson of SOTI
Key technology trends driving the retail customer exper...
Thu, 21st Jul 2022

By Luke Hilton of Marketplacer
How focusing on user experience will help your online m...
Fri, 17th Jun 2022

By Saurabh Madan of MoEngage
Why personalised CX will pay off for Asia’s banks
Thu, 2nd Jun 2022
More news

About Online shopping
New report finds 49% of Aussies prefer personalised sho...
Last month

About Gallagher
Championing the customer to drive access control innova...
Last month

About Freshworks
Supara uses Freshworks for customer support to aid eCom...
Last month

About Customer service
New Zealand’s eCommerce sector lags in customer experie...
Last month

About Wearables
Near Field Communication to reach US$46 billion by 2027
Last month
Even more news

About Artificial Intelligence
CX a driver in the future financial industry - SS&C Blu...
Thu, 22nd Dec 2022

About Privacy
68% say trust the key factor when buying products - rep...
Thu, 22nd Dec 2022

About Cisco
Consumers want better digital experiences - Cisco AppDy...
Wed, 21st Dec 2022

About Customer Relationship Management
New tools for Zoho Desk revealed for global market
Tue, 20th Dec 2022

About Gallagher
SOTI lists key IT trends impacting ANZ markets in 2023
Fri, 16th Dec 2022
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Contact Centre, Open source, and Business Intelligence.
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