Customer Experience Vs Customer Engagement: What’s are the Key Differences
In today's customer-centric landscape, businesses strive to deliver exceptional experiences that cultivate loyalty and drive growth. Customer Experience (CX) and Customer Engagement (CE) are often used interchangeably yet possess distinct nuances. While both concepts revolve around customer-centricity, it is crucial to understand their unique characteristics and how they shape the overall customer journey. Defining Customer Experience Customer experience encompasses every interaction and touchpoint with a company throughout its journey. It includes the sum of all impressions, perceptions, and emotions a customer has at each stage, from initial awareness to post-purchase support. CX focuses on delivering a seamless, consistent, and positive experience across all touchpoints, aimi...
