Pulse May 2018 - Page 51

Defining Customer Experience There are dozens of explanations and definitions of CX, and they’re all over the place. The most succinct and simple definition comes from global research consultant Forrester, which defines the customer experience as “how customers perceive their interactions with your company.” This simple definition does a great job of easily conveying the essence of this topic. It tells us that, no matter what companies think about how they’re doing, the only factors that ultimately matter are the perceptions their customers have. For customers, p