Product management - Concept
CX
(Customer experience)
The overall experience a customer has across all their interactions with an organisation
What's it for?
Helps organisations understand and improve how customers experience the whole relationship with them.
For example…
After a botched delivery, CX work maps the apology, the refund, and the next order so the recovery does not make things worse
A retailer improves CX by fixing confusing delivery messages, slow refunds and inconsistent support — not only redesigning the website.
Think of it like…
Hotel stay: the app is the key card, but CX is the whole visit from booking to breakfast