Customer Experience (CX)

Customer Experience refers to the set of perceptions and feelings that a customer develops during each interaction with a company, throughout their journey, from the first contact to after-sales service. It encompasses all contact points, whether direct (purchases, interactions with customer service) or indirect (brand perception through advertising or social networks). The objective of companies is to optimize this experience in order to offer a smooth, pleasant and personalized service, thus increasing customer satisfaction and loyalty. A good customer experience is based on several key factors: the quality of the product or service, the speed of response, personalization, and the ease of use of the tools offered (websites, applications, etc.). Businesses that focus on continuously improving the customer experience generally see increased customer retention, better brand awareness, and competitive advantage.

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