The Ultimate Guide to Customer Experience
2024 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
![Story image](../../../../../uploads/story/2024/06/27/preview_techday_993996b6e7cf63322c40.webp)
IDC MarketScape on CX & UC
NICE named leader in IDC MarketScape for CXone Mpower l...
Last month
![Story image](../../../../../uploads/story/2024/06/20/preview_Screenshot_2024-06-21_at_16(2).webp)
Gartner on CX & Storage
Pure Storage provides glimpse of the future of data sto...
Last month
![Story image](../../../../../uploads/story/2024/06/18/preview_techday_53ec59055af5df6ea7a7.webp)
Forrester Wave on CX & MarTech
Constructor raises USD $25 million to triple valuation ...
Last month
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Gartner on CX & DevOps
Tricentis boosts SAP partnership with AI & new integrat...
Last month
![Story image](../../../../../uploads/story/2024/05/31/preview_img-vDr9mMhDqD3rlqjvyYjPl0PV.webp)
Forrester Wave on CX & MarTech
Medallia named leader in Forrester Wave for text analyt...
Fri, 31st May 2024
Expert columns
![Story image](../../../../../uploads/story/2024/07/24/preview_Vijay_Sundaram__Zoho_Chief_Strategy_Officer(2).webp)
By Vijay Sundaram of Zoho
Unification over best-in breed: Why is an integrated te...
3 days ago
![Story image](../../../../../uploads/story/2024/07/22/preview_Mahesh_Muralidhar_2.webp)
By Mahesh Muralidhar of Phase One Ventures
Unexpected advice for tech entrepreneurs
5 days ago
![Story image](../../../../../uploads/story/2024/07/19/preview_techday_b5595dc1a536d1dcc54a.webp)
By Jukka Yliuntinen of G+D
How payment service providers and merchants can enhance...
Last week
![Story image](../../../../../uploads/story/2024/07/17/preview_Piotr_Korzeniowski_CEO_Piwik_PRO.webp)
By Piotr Korzeniowski of Piwik PRO
How to optimize your brand’s eCommerce site around key ...
Last week
![Story image](../../../../../uploads/story/2024/07/12/preview_techday_6ae05b937a056e255906.webp)
By Raghav Sibal of Manhattan Associates
People are talking about RFID again… Here’s why
This month
Interviews
![Story image](../../../../../uploads/story/2024/07/23/preview_AF_Head_Shot(2).webp)
Discussing Initial Public Offering
Exclusive: Dynatrace thrives with cloud migration, mark...
4 days ago
![Story image](../../../../../uploads/story/2024/06/24/preview_Warren_Schilpzand_Headshot_1.webp)
Discussing Developers
Exclusive: DataStax thrives with AI-driven customer suc...
This month
![Story image](../../../../../uploads/story/2024/04/09/preview_img-6jiHuozJTpoP8mATvSdG21UH.webp)
Discussing Investment
Exclusive: How Cado Security continues to innovate
Tue, 21st May 2024
![Story image](../../../../../uploads/story/2024/03/13/preview_on_page(2).webp)
Discussing Leadership
Titans of Tech - Ameya Talwalkar of Cequence Security
Thu, 14th Mar 2024
![Story image](../../../../../uploads/story/2024/02/22/preview_img-9RK0d4G2LTIRCPovWGg06RGb.webp)
Discussing Telecommunications
Exclusive: How AI Voice Integration is evolving with Se...
Tue, 27th Feb 2024
More expert columns
![Story image](../../../../../uploads/story/2024/07/02/preview_image001__9_.webp)
By Roch Muraine of Alcatel-Lucent Enterprise
Better connectivity for smarter transport
This month
![Story image](../../../../../uploads/story/2024/06/21/preview_Chris_Ponton_Dwyer_Zepto_1920x1080.webp)
By Chris Ponton Dwyer of Zepto
How PayTo is changing the payments game for telcos
Last month
![Story image](../../../../../uploads/story/2024/06/19/preview_Simon_Le_Grand_Lightspeed_2.webp)
By Simon Le Grand of Lightspeed
Clicks, customers, and ROI: Harnessing the power of mul...
Last month
![Story image](../../../../../uploads/story/2024/06/18/preview_Karlie-10.webp)
By Karlie Taylor of SHOPLINE Australia
Leveraging loyalty: How are retailers approaching reten...
Last month
![Story image](../../../../../uploads/story/2024/06/17/preview_SharrynNapier_GitHub__1_.webp)
By Sharryn Napier of GitHub
How to navigate the micro-macro dichotomy of GenAI
Last month
![Story image](../../../../../uploads/story/2024/06/11/preview_Craig_Nielsen_-_VP__APJ__GitLab.webp)
By Craig Nielsen of GitLab
Preparing for a new AI-driven era in software developme...
Last month
Recent news
![Story image](../../../../../uploads/story/2024/07/24/preview_techday_898d5306cc13025c2ef5.webp)
About Investment
Generative AI deployment surges as firms drive innovati...
2 days ago
![Story image](../../../../../uploads/story/2024/07/25/preview_techday_b0f5c0c94e66ed8b6590.webp)
About Sustainability
CFOs & CIOs in ANZ align to optimise tech investments
3 days ago
![Story image](../../../../../uploads/story/2024/07/25/preview_techday_a6a88532edf53f21576d.webp)
About IT Training
Digital Balance partners with Insider for advanced pers...
3 days ago
![Story image](../../../../../uploads/story/2024/07/25/preview_techday_4ce54c3b081edc4de2df.webp)
About Customer service
DBS to launch Gen AI-powered customer service assistant
3 days ago
![Story image](../../../../../uploads/story/2024/07/24/preview_techday_b6fa23f4ad552bbbd85f.webp)
About Customer Relationship Management
Salesforce unveils fully autonomous AI customer service...
3 days ago
More expert columns
![Story image](../../../../../uploads/story/2024/06/11/preview_Craig_Nielsen_-_VP__APJ__GitLab.webp)
By Craig Nielsen of GitLab
Preparing for a new AI-driven era in software developme...
Last month
![Story image](../../../../../uploads/story/2024/06/11/preview_techday_c7525ee16276e0cf24d1.webp)
By Graham Jackson of Fluent Commerce
AI in Commerce: Why retailers need to beware
Last month
![Story image](../../../../../uploads/story/2024/06/06/preview_img-e4LW6f0hwNhVmts3DPprGX9j.webp)
By Billy Loizou of Amperity
First-party data getting you down? 5 Tactics that will ...
Last month
![Story image](../../../../../uploads/story/2024/06/05/preview_Amanda_Springintveld.webp)
By Amanda Springintveld of Spark
Enhancing customer experience with conversational AI
Last month
![Story image](../../../../../uploads/story/2024/06/03/preview_img-sdRj0cdt5v2jJnScaCDNAuWm.webp)
By Sateesh Seetharamiah of EdgeVerve
Fix your digital transformation for real results
Last month
![Story image](../../../../../uploads/story/2024/05/30/preview_img-Qo8Nevg8durGsc6qVoNMPGCQ.webp)
By Rod Lester of NICE
Taking the next step forward in the contact centre evol...
Thu, 30th May 2024
Even more expert columns
![Story image](../../../../../uploads/story/2024/05/30/preview_img-Qo8Nevg8durGsc6qVoNMPGCQ.webp)
By Rod Lester of NICE
Taking the next step forward in the contact centre evol...
Thu, 30th May 2024
![Story image](../../../../../uploads/story/2024/05/28/preview_MixCollage-28-May-2024-01-12-PM-8955.webp)
By Staff Writer
How AI will impact customer loyalty programs
Tue, 28th May 2024
![Story image](../../../../../uploads/story/2024/05/28/preview_img-pSRCMnPdsmX3FYANIaXz8Upg.webp)
By Vasko Ckorovski of SHOPLINE
Cyber security in retail: How proactive measures build ...
Tue, 28th May 2024
![Story image](../../../../../uploads/story/2024/05/22/preview_Carl_Warwick_4(2).webp)
By Carl Warwick of BillingPlatform
How AI-powered billing can help your enterprise become ...
Wed, 22nd May 2024
![Story image](../../../../../uploads/story/2024/05/20/preview_img-xY8PCTY2ZkogRXrSlWvfhpfz.webp)
By Yann Burden of Pendula
SMS Marketing: Balancing Benefits for Telcos While Avoi...
Tue, 21st May 2024
![Story image](../../../../../uploads/story/2024/05/17/preview_rob.webp)
By Rob Hango-Zada of Shippit
Consumer-centric delivery: The next frontier of retail ...
Fri, 17th May 2024
![Story image](../../../../../uploads/story/2024/05/06/preview_John_Agger.webp)
By John Agger of Fastly
Why e-commerce security is a balancing act between spee...
Mon, 6th May 2024
![Story image](../../../../../uploads/story/2024/05/03/preview_img-WMxZ22U4pOz2ONWUS9DTYHy5.webp)
By Paco Albie of Digital Immersion
Debunking the “Three Year Lie”: A new approach to retai...
Fri, 3rd May 2024
![Story image](../../../../../uploads/story/2024/05/02/preview_image0__10_.webp)
By Staff Writer of Amperity
Let’s dive in! Amperity’s CTO on Gen AI as catalyst for...
Thu, 2nd May 2024
![Story image](../../../../../uploads/story/2024/05/02/preview_abdul_rehman_zafar_-_transparent_720.webp)
By Abdul Rehman Zafar of Ververica
Harnessing Ververica Cloud for e-commerce success
Thu, 2nd May 2024
More news
![Story image](../../../../../uploads/story/2024/07/22/preview_techday_35e1a63d0cbe7546cd6b.webp)
About Cloud Services
UK SMEs face cloud migration challenges, warns Six Degr...
4 days ago
![Story image](../../../../../uploads/story/2024/07/23/preview_techday_b06f2b6fa28431f4fdd3.webp)
About Advertising
KINESSO Commerce & Vudoo partner to launch ShopNow solu...
5 days ago
![Story image](../../../../../uploads/story/2024/07/19/preview_techday_18e44da7e4497f490d7b.webp)
About Social Media
Vodafone offers free roaming in France for sporting eve...
Last week
![Story image](../../../../../uploads/story/2024/07/19/preview_techday_d24efe3086af5199c98f.webp)
About Marketing Technologies
ReBound & Loop join forces to streamline eCommerce retu...
Last week
![Story image](../../../../../uploads/story/2024/07/19/preview_techday_6db762a092708880be5b.webp)
About Storage
DapuStor & Pliops unveil superior KVrocks storage solut...
Last week
Even more news
![Story image](../../../../../uploads/story/2024/07/17/preview_techday_14473a0e548ea2385d96.webp)
About Fintechs
Australian banks lead in AI adoption but face key chall...
Last week
![Story image](../../../../../uploads/story/2024/07/17/preview_techday_98ac210d5d2d1d8d2fb0.webp)
About Webinar
Businesses turn to immersive phygital experiences for e...
Last week
![Story image](../../../../../uploads/story/2024/07/17/preview_techday_6b8d8145333fc02f704b.webp)
About Sustainability
Australian retail study shows gaps in unified commerce ...
Last week
![Story image](../../../../../uploads/story/2024/07/17/preview_techday_514a55dd22af610fc8a5.webp)
About Investment
Nasuni secures USD $1.2 billion investment led by Vista...
Last week
![Story image](../../../../../uploads/story/2024/07/16/preview_techday_82db85a5dfffdf926d19.webp)
About Cloud Services
Research highlights customer discontent after Broadcom-...
Last week
Job moves
![Story image](../../../../../uploads/story/2024/07/25/preview_Grant_O_Hara.webp)
Move at Mercedes-Benz
Grant O'Hara appointed Head of Commercial Development a...
2 days ago
![Story image](../../../../../uploads/story/2024/07/24/preview_0792_Sparteo_Portraits-Rachel_SAADA.webp)
Move at Sparteo
Sparteo appoints Rachel Saada as new Head of Marketing
3 days ago
![Story image](../../../../../uploads/story/2024/07/23/preview_Teresa_Anania_Headshot__2_.webp)
Move at Sophos
Sophos appoints Teresa Anania as new Chief Customer Off...
4 days ago
![Story image](../../../../../uploads/story/2024/07/23/preview_Christopher_Dughieri-2.webp)
Move at Sendcloud
Sendcloud appoints Christopher Dughieri as new CPTO for...
4 days ago
![Story image](../../../../../uploads/story/2024/07/23/preview_Nina_Jung__Chief_Revenue_Officer__Chronos_Agency.webp)
Move at Chronos Agency
Chronos Agency expands to Australia amid ecommerce dema...
4 days ago
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