Customer Experience (CX) and Customer Journey

Daniel D. Prior
Additional contact information
Daniel D. Prior: University of New South Wales

Chapter 3 in B2B Customer Engagement Strategy, 2023, pp 45-66 from Springer

Abstract: Abstract CX refers to how stimuli available in the CE context relate to customer perceptions and how these affect customer psychological and emotional states. Customer journey is slightly different. While customer journey is still concerned with the stimuli available in the CE context and its interactions with customer perceptions (and customer psychological and emotional states), customer journey tends to envisage a sequence of customer brand touchpoint interactions. Customer journey, therefore, is more concerned with the inter-relatedness of customer brand touchpoint interactions.

Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-23409-5_3

Ordering information: This item can be ordered from
http://www.springer.com/9783031234095

DOI: 10.1007/978-3-031-23409-5_3

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().