Would you say customer experience (CX) is one of the key corporate buzzwords in the last few years?
I'd definitely say so. Alongside digital transformation, it's probably the biggest concern for a lot of companies.
Why is that?
Well, because the customer really has become king.
Consumers have never been so empowered as they are before - they have the internet at their fingertips, they make buying decisions on their own through their research and with the help of peer recommendations, they are vocal and complain when the product or service doesn't meet their requirements, reaching hundreds, thousands or millions of people so companies very much depend on the positive experience of consumers to drive sustainable growth.
Businesses have started building their own teams to deal with customer experience - customer success, for example, has never been as important as it is now.
But what is customer experience and what is customer success?