The Ultimate Guide to Customer Experience
2025 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports

Gartner on CX & MarTech
BillingPlatform Named Leader in Agile Billing by MGI
Last week

Forrester Wave on CX & Data Analytics
Qualtrics named leader in employee experience platform ...
Last week

Gartner on CX & CRM
Sinch partners with OneReach.ai to boost global AI comm...
This month

Gartner on CX & UC
Sinch & OneReach.ai partner to boost AI in communicatio...
This month

Gartner on CX & Digital Transformation
Denis Maguire to lead New Relic enterprise sales in Aus...
This month
Featured news

About Fintech
Exclusive: How Zepto’s real-time payments are reshaping...
This month

About Big Data
How the Orlando Magic are reinventing fandom with data ...
This month

About Digital risk
Australian enterprises increase investment in digital t...
This month

About Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

About Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month

About EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Last month

About Business Intelligence
Exclusive: 'AI everywhere' and embedded trust key to Ne...
Last month

About Diversity, Equity & Inclusion
Exclusive: NetSuite expands partner ecosystem to meet A...
Last month

About IT professionals
Exclusive: Pulseway discusses drive for simplicity and ...
Tue, 25th Mar 2025

About Productivity
Exclusive: AI adoption accelerates as Lenovo unveils ne...
Mon, 24th Mar 2025

About Software-as-a-Service
Exclusive: Rayven reveals how SMBs can harness automati...
Mon, 24th Mar 2025

About Collaboration
Titan of Tech - Nadene Serman of Infotrack
Mon, 17th Mar 2025

About Collaboration
Exclusive: GBG's Carol Chris on innovation, fraud preve...
Fri, 14th Mar 2025
Expert columns

By Steven Schuler of Twilio
Does anyone know what a CDP is anymore?
Today

By William Zhang of Alfred AI
Looking ahead: The future of AI-driven workflows
Last week

By Rob Hango-Zada of Shippit
How Click-Frenzy can help you win the rest of the retai...
Last week

By Billy Loizou of Amperity
The new customer data imperative: Real-life challenges ...
Last week

By Jeremy Thomas of Backbase
Why New Zealand financial services providers must moder...
Last week
Interviews

Discussing Fintech
Exclusive: How Zepto’s real-time payments are reshaping...
This month

Discussing Big Data
How the Orlando Magic are reinventing fandom with data ...
This month

Discussing Digital risk
Australian enterprises increase investment in digital t...
This month

Discussing Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

Discussing Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month
More expert columns

By Hans Zachar of Nutun
How South Africa is unlocking better customer experienc...
Last week

By Richard Knott of InfoSum
From compliance to campaigns: Data collaboration as Fin...
Last week

By Kathryn Murphy of Twilio
Building trust with conversational AI: How to avoid com...
This month

By Adhil Badat of Rackspace Technology
AI is inevitable: The only choice is to adapt or stagna...
This month

By Cas Paton of OnBuy
Striking the AI balance: How to maximise the opportunit...
This month

By Ron Howard of Mercury Analytics
Qual at Scale: Unlocking the “Why” at a Whole New Level
This month
Top players
Recent news

About Digital Transformation
RMBL boosts efficiency with AI & Appian platform overha...
Today

About Business Intelligence
Customer Science upgrades CX Integrator with AI & autom...
Today

About Cloud Services
AmBank Group sees 18% website traffic boost after digit...
Last week

About Shopping
AI use in Australian shopping soars, with one in three ...
Last week

About Marketing Technologies
Younger UK consumers more comfortable with AI in messag...
Last week
More news

About Software
More than half of UK consumers abandon brands over bad ...
Last week

About Insurance
Salesforce launches Agentforce AI agents for financial ...
Last week

About Customer service
Convenience & trust top price as key to online shoppers...
Last week

About Digital Transformation
AI adoption soars as data & personalisation top priorit...
Last week

About Cloud Services
Sinch named top vendor for RCS messaging in global ROCC...
Last week
Even more news

About Data Analytics
AI reshapes strategies at Asia Pacific loyalty and reta...
Last week

About Digital Transformation
Hapag-Lloyd selects Camunda to automate shipping proces...
Last week

About Software-as-a-Service
Zoca secures $6 million to boost AI for local services
Last week

About Marketing Technologies
Manhattan launches Shopify app to tackle £38B reported ...
Last week

About DevOps
Optimizely, commercetools partner to speed up retail ca...
Last week
Job moves

Move at Alcatel-Lucent Enterprise
Sandrine El Khodry named new EVP of Global Sales at ALE
Last week

Move at Hyland
Michael Campbell appointed Chief Product Officer at Hyl...
Last week

Move at Fivetran
Fivetran appoints Monica Ohara as Chief Marketing Offic...
This month

Move at Accenture
Accenture appoints Pietro Mangione to lead Asia Pacific...
This month

Move at Pure Storage
Ekco appoints cloud industry veteran Ben Savage as CEO ...
This month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Artificial Intelligence, Unified Communications, and Customer Data Platforms.
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