Customer Experience (CX)
What is Customer Experience?
Customer Experience (CX) refers to the totality of interactions customers have with a company across touchpoints and over time. It goes beyond customer service, encompassing journeys, perceptions, and economic outcomes.
In the Customer AI Masterclass (Unit 1: CX Foundations), CX is framed as the basis for Customer AI. Traditional CX methods (surveys, NPS, CSAT) provide partial insights but lack predictive power. Customer AI modernizes CX by using continuous, generative data streams to tie customer attitudes directly to financial outcomes.
