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/2024/09/03/preview_techday_3f7d36768c4c5f38abd1.webp)
Forrester Research on CX & MarTech
Zendesk launches Relay to enhance customer communicatio...
6 days ago
![Story image](../../../../../uploads/story/2024/08/23/preview_techday_e7b2c477f5365d64be98.webp)
Forrester Wave on CX & EduTech
LearnUpon launches LearnUpon Anywhere to boost customer...
Last month
![Story image](../../../../../uploads/story/2024/08/22/preview_techday_38e3ade799d5b56767ed.webp)
Forrester Research on CX & MarTech
Zendesk launches Relay to enhance outbound communicatio...
Last month
![Story image](../../../../../uploads/story/2024/08/21/preview_techday_42bb619fef0d3f362b31.webp)
Forrester Research on CX & MarTech
Zendesk & Meta boost proactive customer communication w...
Last month
![Story image](../../../../../uploads/story/2024/08/21/preview_Yariv_Dafna_-_Headshot.webp)
Gartner on CX & MarTech
Infobip appoints Yariv Dafna as new Chief Financial Off...
Last month
Featured news
![Story image](../../../../../uploads/story/2024/08/23/preview_final.webp)
About Unified Communications
Exclusive: Precisely's glowing innovation in data integ...
3 days ago
![Story image](../../../../../uploads/story/2024/08/23/preview_Elastic.webp)
About Cloud Services
Exclusive: Elastic warns Australia is falling behind in...
Last week
![Story image](../../../../../uploads/story/2024/08/20/preview_Martyn_Riddle_.webp)
About Government
Exclusive: How Verint's customer experience is thriving...
Last month
![Story image](../../../../../uploads/story/2024/07/22/preview_uipath.webp)
About Marketing Technologies
Exclusive: UiPath's Ed Challis on AI adoption, future s...
Wed, 31st Jul 2024
![Story image](../../../../../uploads/story/2024/07/23/preview_AF_Head_Shot(2).webp)
About Initial Public Offering
Exclusive: Dynatrace thrives with cloud migration, mark...
Wed, 24th Jul 2024
![Story image](../../../../../uploads/story/2024/06/24/preview_Warren_Schilpzand_Headshot_1.webp)
About Developers
Exclusive: DataStax thrives with AI-driven customer suc...
Mon, 1st Jul 2024
Expert columns
![Story image](../../../../../uploads/story/2024/09/02/preview_techday_21c68c083b401add1e3f.webp)
By Worldpay
Australian businesses must adapt to payment trends: Wor...
6 days ago
![Story image](../../../../../uploads/story/2024/08/30/preview_techday_5975d6bd3755bcf0634b.webp)
By Spencer Bailey of Meta
Working smarter not harder: Four ways AI can support yo...
Last week
![Story image](../../../../../uploads/story/2024/08/28/preview_Richard_Knott__General_Manager__Australia___New_Zealand__InfoSum.webp)
By Richard Knott of InfoSum
The alignment of CMO and CTO goals in the new era of da...
Last week
![Story image](../../../../../uploads/story/2024/08/16/preview_techday_dde6b73305bdb3b0558a.webp)
By Vijay Sundaram of Zoho
Navigating the path to sustainable success: Strategies ...
Last month
![Story image](../../../../../uploads/story/2024/08/16/preview_techday_1a6e1fa7df3d7782b74c.webp)
By Talent International
The impact of digital transformation on the financial s...
Last month
Interviews
![Story image](../../../../../uploads/story/2024/08/23/preview_final.webp)
Discussing Unified Communications
Exclusive: Precisely's glowing innovation in data integ...
3 days ago
![Story image](../../../../../uploads/story/2024/08/23/preview_Elastic.webp)
Discussing Cloud Services
Exclusive: Elastic warns Australia is falling behind in...
Last week
![Story image](../../../../../uploads/story/2024/08/20/preview_Martyn_Riddle_.webp)
Discussing Government
Exclusive: How Verint's customer experience is thriving...
Last month
![Story image](../../../../../uploads/story/2024/07/22/preview_uipath.webp)
Discussing Marketing Technologies
Exclusive: UiPath's Ed Challis on AI adoption, future s...
Wed, 31st Jul 2024
![Story image](../../../../../uploads/story/2024/07/23/preview_AF_Head_Shot(2).webp)
Discussing Initial Public Offering
Exclusive: Dynatrace thrives with cloud migration, mark...
Wed, 24th Jul 2024
More expert columns
![Story image](../../../../../uploads/story/2024/08/13/preview_techday_4c6353f111177f9b079f.webp)
By Jonathan Reeve of Eagle Eye
Are you maximising Customer Lifetime Value (CLV) with y...
Last month
![Story image](../../../../../uploads/story/2024/08/08/preview_techday_e02604d8fdc8f6ee1629.webp)
By Lincoln Lincoln of CloudBlue
How to boost your reselling efforts in the subscription...
Last month
![Story image](../../../../../uploads/story/2024/07/26/preview_Dan_Cooke__Chief_Business_Officer__Roboyo_Australia.webp)
By Dan Cooke of Roboyo Australia
How Australian organisations should embrace automation ...
Last month
![Story image](../../../../../uploads/story/2024/08/02/preview_MixCollage-02-Aug-2024-07-33-AM-4396.webp)
By Paul Rilstone and Simon Shanks of Kore.ai & Synergy Enterprise Solutions
Four ways AI can boost contact centre agent performance...
Last month
![Story image](../../../../../uploads/story/2024/07/31/preview_techday_d6f8063493c0845425fc.webp)
By Billy Loizou of Amperity
Digital disruption and ‘customer lifetime value’
Wed, 31st Jul 2024
![Story image](../../../../../uploads/story/2024/07/31/preview_Vasko_Ckorovski_headshot_1.webp)
By Vasko Ckorovski of SHOPLINE
From cybersecurity, to personalisation and AI: How are ...
Wed, 31st Jul 2024
Recent news
![Story image](../../../../../uploads/story/2024/09/06/preview_techday_7d87f1a678736037a92b.webp)
About Sales
Salesforce introduces integrated upgrade with Salesforc...
2 days ago
![Story image](../../../../../uploads/story/2024/09/06/preview_techday_7a6d2f41a078cfbaf0d2.webp)
About Customer Feedback
Nuix unveils Cognitive AI for Discover platform enhance...
3 days ago
![Story image](../../../../../uploads/story/2024/09/05/preview_techday_f17a7a4cbc9d8595801f.webp)
About Collaboration
Certinia unveils Customer Success Cloud for seamless in...
3 days ago
![Story image](../../../../../uploads/story/2024/09/05/preview_techday_9d83ed4c020b082f4722.webp)
About Unified Communications
Nice's Enlighten Copilot wins 2024 BIG Innovation Award
3 days ago
![Story image](../../../../../uploads/story/2024/09/05/preview_techday_79a231b55672dc56f576.webp)
About Unified Communications
Indosat & Zurich unite to offer insurance via mobile ap...
4 days ago
More expert columns
![Story image](../../../../../uploads/story/2024/07/31/preview_Vasko_Ckorovski_headshot_1.webp)
By Vasko Ckorovski of SHOPLINE
From cybersecurity, to personalisation and AI: How are ...
Wed, 31st Jul 2024
![Story image](../../../../../uploads/story/2024/07/30/preview_techday_2548d2c959b5a3fd3b25.webp)
By Ben Chamlet of Segment at Twilio
Five steps to enhance your data strategy using AI
Tue, 30th Jul 2024
![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...
Wed, 24th Jul 2024
![Story image](../../../../../uploads/story/2024/07/22/preview_Mahesh_Muralidhar_2.webp)
By Mahesh Muralidhar of Phase One Ventures
Unexpected advice for tech entrepreneurs
Mon, 22nd Jul 2024
![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...
Fri, 19th Jul 2024
![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 ...
Wed, 17th Jul 2024
Even more expert columns
![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 ...
Wed, 17th Jul 2024
![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
Fri, 12th Jul 2024
![Story image](../../../../../uploads/story/2024/07/02/preview_image001__9_.webp)
By Roch Muraine of Alcatel-Lucent Enterprise
Better connectivity for smarter transport
Tue, 2nd Jul 2024
![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
Fri, 21st Jun 2024
![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...
Wed, 19th Jun 2024
![Story image](../../../../../uploads/story/2024/06/18/preview_Karlie-10.webp)
By Karlie Taylor of SHOPLINE Australia
Leveraging loyalty: How are retailers approaching reten...
Tue, 18th Jun 2024
![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
Tue, 18th Jun 2024
![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...
Tue, 11th Jun 2024
![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
Tue, 11th Jun 2024
![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 ...
Thu, 6th Jun 2024
More news
![Story image](../../../../../uploads/story/2024/09/05/preview_techday_72740ab8f05c4b5ea064.webp)
About Customer service
Gen AI now top priority for Singaporean business leader...
4 days ago
![Story image](../../../../../uploads/story/2024/09/05/preview_techday_eb5de71547de9bfbb031.webp)
About Scams
Fraud & scam complaints reach six-year high at FOS
4 days ago
![Story image](../../../../../uploads/story/2024/09/03/preview_techday_5432169a9ccf42091e80.webp)
About Cloud Services
Red Badger & Civo join forces to drive cloud innovation
5 days ago
![Story image](../../../../../uploads/story/2024/09/03/preview_techday_392cf87cf50ff369c9ab.webp)
About Marketing Technologies
Square introduces self-serve kiosk for hospitality busi...
6 days ago
![Story image](../../../../../uploads/story/2024/08/30/preview_techday_fa0d6bd8ce23785c7c10.webp)
About Cloud Services
Pulsant to enhance user experience across UK data centr...
Last week
Even more news
![Story image](../../../../../uploads/story/2024/08/30/preview_techday_b39ecbdbbdc447bad070.webp)
About Unified Communications
NICE Enlighten Copilot wins Best AI-based Solution awar...
Last week
![Story image](../../../../../uploads/story/2024/08/30/preview_ManhEx.webp)
About Customer service
Manhattan Associates unveils AI innovations at Melbourn...
Last week
![Story image](../../../../../uploads/story/2024/08/30/preview_techday_13883721fcd0d6f69528.webp)
About Collaboration
Infosys & NVIDIA expand AI tech to revolutionise teleco...
Last week
![Story image](../../../../../uploads/story/2024/08/29/preview_techday_a4b89127023f2c0d8039.webp)
About Cloud Services
Newgen Software debuts NewgenONE Marvin APEX Edition
Last week
![Story image](../../../../../uploads/story/2024/08/27/preview_techday_495d0eaec06a3fa22f6d.webp)
About Fitness
Audacity Australia partners with Soundtrack for busines...
Last week
Job moves
![Story image](../../../../../uploads/story/2024/09/02/preview_Mitch_Powell.webp)
Move at Kudosity
Kudosity names Mitch Powell Director for Asia amid expa...
6 days ago
![Story image](../../../../../uploads/story/2024/08/23/preview_Phil_Zammit.webp)
Move at Cisco
Phil Zammit appointed VP of Avaya's Asia-Pacific operat...
Last month
![Story image](../../../../../uploads/story/2024/08/21/preview_Interactive_CEO_and_Chairman.webp)
Move at Fujitsu
Interactive appoints Alex Coates as new CEO from 2025
Last month
![Story image](../../../../../uploads/story/2024/08/13/preview_Lila_Tretikov_Headshot.webp)
Move at Microsoft
Zendesk appoints Lila Tretikov to board of directors
Last month
![Story image](../../../../../uploads/story/2024/08/08/preview_image__6_.webp)
Move at CMC Markets
Michael McCarthy appointed CCO of moomoo Australia
Last month
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