All About CX – Trends, Challenges, Opportunities, and Overview!

An increasing number of businesses are now aligning their goals and objectives with customer experience (CX) at the heart of their brand strategy.

The customer experience (CX) is a process of delivering value to a customer across various touchpoints of an organization. The ultimate goal of CX is to create a customer experience that is consistent and predictable, which helps to build a strong customer relationship.

Customer experience is the new and latest buzzword in the market. Everyone is talking about customer experience and how to deliver a good experience to the customers. But, it is not always easy to understand and implement. But, how do you define a good customer experience?

What is Customer Experience?

Customer experience, or CX, is a hot topic these days. Everyone from the CEO to entry-level employees is talking about how to make customers happy and how to improve their experience. But what is customer experience?

Is it what happens before the customer makes a purchase? Is it the interaction after the purchase? Is it the experience a customer has with a brand?

Customer experience refers to how a customer feels about a company’s products, services, and interactions with the company itself. It involves all the emotions that a customer feels when she interacts with a company. A good customer experience leads to a good relationship between the company and the customer.

It is the perception or feeling that a customer has about the company and its offerings. The company’s performance for meeting the expectations of the customer is what is measured to determine the customer experience.

Technology platforms are increasingly being used to improve customer experience across channels as a result of a growing number of channels for communication.

The technology landscape is always changing, which means that the way we communicate with customers is changing.

CX is no longer just about answering a phone call or email.

Many companies are using chatbots and other automated services to communicate with customers. These solutions are making the customer service experience better and easier for both the customer and the business.

CX vs. CS

Customer service is all about the service you get from the business or brand you are dealing with. It is what happens when you need help, when something goes wrong, or when you want to get a question answered.

But customer experience is far more than just customer service. Infact, CS is part of the CX.

  • CX is everything that comes together to give your customer the full experience of dealing with your company.
  • CX is everything from the packaging, the website, the way you talk to them, and even how you handle returns. It is the reason why some people will shop at a particular store all the time, even if the price is slightly higher because they like the overall experience.
  • Brands must realize that delivering seamless CS consistently over time will ultimately influence their brand’s perception. The CX, on the other hand, will improve and loyalty will increase when it is easier for them to access customer service.

A CS can be quantified; both are valuable in the long run, but a CX is holistic and has to do with a company’s ongoing relationship with its customers.

Know these facts about CX:

  • According to Forbes, companies that prioritize customer experience have a revenue increase of 4-8% over their competitors.
  • 92% of customers would forget about a brand after experiencing two or three negative customer experiences with that same brand, according to Super Office. 
  • Customer experience is important to 73% of customers when making buying decisions, as per PWC.
  • According to a survey by Super Office, 80% of customers are willing to pay more to get a better customer experience!
  • According to a Sharpen CX study, 88% of companies strive to improve customer experience in their contact centers.

How is CX evolving across different industries?

The customer experience is becoming the fulcrum on which businesses stand in all industries, from healthcare to IT to Retail to Beauty to FMCG to Insurance to Banking, Aviation, and beyond.

One of the biggest trends that you will see in customer experience in the years to come is that it will be embedded into everything that companies do. It will become something that is expected, rather than a nice extra. To do this, companies need to understand their customers. The best way to do this is to use technology to understand what people are saying about their brand online, to collect customer feedback, identify their needs, and run campaigns that will delight their customers. The importance of customer experience has never been higher. It is one of the top drivers of growth for businesses right now. Many businesses are scrambling to keep up with the changes. But what will matter in the years to come is how businesses can not only keep up but how they can evolve and grow.

All business sectors have been and will continue to be revolutionized by customer experience!

How does a good CX begin? What’s the recipe? 

Your customers are the most valuable assets of your business. Treat them right and reap the benefits.

The real secret to improving the customer experience is by taking clear action and knowing exactly what you want your customer to feel.

An effective strategy that’s focused on delivering remarkable customer experiences across interactions is what drives people to stay a part of your business so as not to miss out on whatever it is along with how you’ve made them feel about their experience in the meantime.

There are now three categories of CX:

  • Operational excellence (which ensures efficient and effective business operations)
  • Customer focus (the delivery case studies where the company puts their customers first) and goes above and beyond (leveraging technology to make the host brand invisible). 
  • Also, using artificial intelligence can help us make important decisions that we could not otherwise process in our finite minds because we typically have to focus on other things while working with customers.
What is Customer Experience Management?

Customer Experience Management is a completely new approach to managing the relationship between your company and your customers.

While many companies still struggle with the basic concept of customer service, the best companies have already begun to set their sights on the future and the new way of doing business — customer experience management.

Here are a few things that need to be considered…

  • Recent research shows that customer-centricity is more important than ever. BCG estimates that 40% of consumers are more likely to spend more than they had planned when they have highly personalized experiences.
  • The customers are more informed, more empowered, and more engaged than ever before. This means that they expect better service and customer experience. It is this heightened importance of customer experience that also means that companies must invest in the CEM trend.
  • CEM is all about measuring customer feedback, analyzing customer data, and making improvements to the customer experience. It is all about improving customer loyalty and nurturing relationships with customers. It is about making the customer experience meaningful and intelligent. It is about ensuring that the customer is central to all business strategies.
  • CEM is not just a marketing or a sales channel or a channel at all. Rather, it focuses on the customer.

“Customer Experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.

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