By Ambar Kakkar, product strategy & customer experience analyst at Accenture Interactive*
What is Customer Experience?
Customer experience (CX) is a customer’s perception of their rational, physical, emotional, subconscious and psychological interaction with any part of the organization. This perception affects customer behavior and builds memories, which in turn drives customer loyalty and affects the economic value an organization generates.
Customer Experience Today
In a world where customers are overwhelmed by having to choose a brand or product from the seemingly infinite amount of choices present, experiences are proving to be the key differentiator driving purchase behavior
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