Customer Experience is not just one interaction of the customer, but Journey of all the customers throughout their interaction with your organization at any level or at any stage.

In order to provide the best experience to their customers, companies must map their Customer Experience Journey. It involves all the touch points where customer interact with your business processes throughout their journey. It will help your organization to identify the gap between ‘Expected Customer Experience’ and the one delivered by your organization.

Another important aspect to Customer Experience is Measurement of Customer Experience. CX measurement tools can help to identify and fix gaps across the Customer Experience framework. Few tools to name can be – Customer Satisfaction Rating (CSR), Net Promotor Score (NPS), Customer Feedback Score (CFS).

In today’s competitive business scenario, companies have to align their goals and objectives with Customer Experience strategy. The focus shall be to make effective business decisions to elevate Customer Experience and Brand Reputation by using the data collected through this process.