What is Customer Xperience?

Chezy Ofir and Nadav Goldschmidt

Chapter 2 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 11-23 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The terms “customer experience” and “customer satisfaction” are often used interchangeably. Although both terms express an outcome, they are meaningfully different.Customer satisfaction is a specific outcome of an encounter with a company. It’s one piece of the puzzle. It shows the level of enjoyment that customers have from a specific encounter with a company. For example, satisfaction with the company’s website, billing statement, or face-to-face interaction…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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