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What is Customer Experience? Well Customer Experience (CX) boils down to how people perceive your brand and the products and services it provides. Customer Experience changes with every interaction with your brand. Every meeting with a salesperson or contact centre chat or product sold that then breaks will change alter how each individual perceives your brand.
Each facet of your brand has an impact, so the CX team need to take a holistic view and help to provide the best interactions for each individual at the right time. For this to work the CX team need to know the interaction points at play and what customer requirements are being met by each one.
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