"CX is defined as the total customer experience in a multidimensional construct that involves cognitive, emotional, behavioural, sensorial, and social components."
Katherine N. Lemon & Peter C. Verhoef
The Customer Experience Journey
Customer buying behavior process models: understanding customer experience and customer decision making as a process.
Customer relationship management (CRM): linkage models to identify how specific elements of the customer experience influence each other and business outcomes.
Customer satisfaction and loyalty: assessing and evaluating customer perceptions and attitudes about an experience.
Customer centricity and customer focus: focusing on the interdisciplinary and organizational challenges associated with successfully designing and managing customer experience.
Service quality: identifying the specific context and elements of the customer experience and mapping the customer journey.
Customer engagement: recognizing the customer’s role in the experience.
Relationship marketing: broadening the scope of customer responses considered in the customer experience.
Attributes to an Amazing Customer Experience
Team expertise factors
Solution Delivery factors
sales team invovlement
database of experts