The Ultimate Guide to Customer Experience
2025 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 & CRM
Sinch partners with OneReach.ai to boost global AI comm...
Last week

Gartner on CX & UC
Sinch & OneReach.ai partner to boost AI in communicatio...
Last week

Gartner on CX & Digital Transformation
Denis Maguire to lead New Relic enterprise sales in Aus...
Last week

Gartner on CX & UC
ANZ firms ramp up AI agent adoption to stay competitive...
Last month

Gartner on CX & Data Analytics
CData unveils cloud service after $350 million backing
Last month
Featured news

About Big Data
How the Orlando Magic are reinventing fandom with data ...
Last week

About Digital risk
Australian enterprises increase investment in digital t...
This month

About Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

About Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month

About EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Last month

About Business Intelligence
Exclusive: 'AI everywhere' and embedded trust key to Ne...
Last month

About Diversity, Equity & Inclusion
Exclusive: NetSuite expands partner ecosystem to meet A...
Last month

About IT professionals
Exclusive: Pulseway discusses drive for simplicity and ...
Tue, 25th Mar 2025

About Productivity
Exclusive: AI adoption accelerates as Lenovo unveils ne...
Mon, 24th Mar 2025

About Software-as-a-Service
Exclusive: Rayven reveals how SMBs can harness automati...
Mon, 24th Mar 2025

About Collaboration
Titan of Tech - Nadene Serman of Infotrack
Mon, 17th Mar 2025

About Collaboration
Exclusive: GBG's Carol Chris on innovation, fraud preve...
Fri, 14th Mar 2025

About IoT Security
Exclusive: David Nuti reveals how Extreme Networks is d...
Tue, 25th Feb 2025

About Digital Marketing
Exclusive: How Constant Contact is empowering small bus...
Thu, 20th Feb 2025
Expert columns

By Cas Paton of OnBuy
Striking the AI balance: How to maximise the opportunit...
Last week

By Ron Howard of Mercury Analytics
Qual at Scale: Unlocking the “Why” at a Whole New Level
Last week

By Mike Jennett of CloudBlue
AI & unified platforms shape the future of self-service
Last week

By Aaron Crowe of Eagle Eye, Asia
How ‘Cloud Adjudication’ benefits retailers in Southeas...
Last week

By Dvir Hoffman of CommBox
Unlocking Retail Growth: The WhatsApp Customer Service ...
Last week
Interviews

Discussing Big Data
How the Orlando Magic are reinventing fandom with data ...
Last week

Discussing Digital risk
Australian enterprises increase investment in digital t...
This month

Discussing Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

Discussing Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month

Discussing EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Last month
More expert columns

By Ian de Sousa and Paul Rilstone
How to turn the contact centre grind into interesting a...
Last week

By Mark Devlin of Impact PR
How to keep public trust when systems go down
This month

By Nicole Buisson of Lightspeed
Venues are predicting major growth in 2025 - here’s the...
Last month

By Andrew Mamonitis of ECI Solutions
ERP success or ERP chaos: Why SMB manufacturers win or ...
Last month

By Jonathan Reeve of APAC, Eagle Eye
The ‘Secret Tech Sauce’ Behind Australian Retail Media ...
Last month

By Billy Loizou of Amperity
Achieve True Personalisation with AI-Powered Customer D...
Last month
Top players
Recent news

About Marketing Technologies
Infobip, Haas F1 partner to boost fan engagement with A...
Last week

About Insurance
Asia-Pacific organisations honoured for digital transfo...
Last week

About Customers
XPON acquires Alpha Digital to boost AI marketing servi...
Last week

About Customer service
AI adoption grows in Singapore retail as trust concerns...
Last week

About Digital Marketing
StackAdapt debuts unified platform for email & programm...
Last week
More news

About Digital Transformation
Hyundai Motor rolls out HCloud platform for 10 million ...
Last week

About Customer Relationship Management
NICE & ServiceNow partner on AI to unify customer servi...
Last week

About Management
Zensar Technologies appointed to modernise Post Office ...
Last week

About Customer Relationship Management
Consilium launches UniCRM for contact centre operations
Last week

About Online Safety
Carnival Internet UK launches with eco pledges & fair p...
Last week
Even more news

About Business Intelligence
N-able wins Gold at Stevie Awards for AI-powered custom...
Last week

About Cloud Services
Hyundai deploys HCloud in global Equinix centres for ca...
Last week

About Digital Marketing
Eagle Eye & Ecrebo partner to boost smart receipt marke...
Last week

About Marketing Technologies
AI-focused marketing risks eroding trust, says new rese...
Last week

About GIS
Talkdesk launches AI platform to streamline utilities s...
Last week
Job moves

Move at Travelport
Jennifer Catto named executive vice president at Sabre
Last week

Move at Salesforce
Udemy appoints Neeracha Taychakhoonavudh to lead CX
Last week

Move at Verizon
Calabrio appoints Frank Ciccone as new Chief Revenue Of...
Last week

Move at Cisco
Rubrik expands executive team, appoints Kavitha Mariapp...
Last month

Move at Quanton
Quanton appoints Chris Wyman to lead Australia growth p...
Last month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Artificial Intelligence, Unified Communications, and Customer Data Platforms.
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