The Ultimate Guide to Customer Experience
2025 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

Gartner on CX & MarTech
BillingPlatform Named Leader in Agile Billing by MGI
Last month

Forrester Wave on CX & Data Analytics
Qualtrics named leader in employee experience platform ...
Last month

Gartner on CX & CRM
Sinch partners with OneReach.ai to boost global AI comm...
Last month

Gartner on CX & UC
Sinch & OneReach.ai partner to boost AI in communicatio...
Last month

Gartner on CX & Digital Transformation
Denis Maguire to lead New Relic enterprise sales in Aus...
Last month
Featured news

About Marketing Technologies
Exclusive: Brian Stucki discusses Australian executives...
Last week

About Fintech
Exclusive: How Zepto’s real-time payments are reshaping...
Last month

About Big Data
How the Orlando Magic are reinventing fandom with data ...
Last month

About Digital risk
Australian enterprises increase investment in digital t...
Last month

About Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Thu, 17th Apr 2025

About Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Sat, 12th Apr 2025

About EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Thu, 10th Apr 2025

About Business Intelligence
Exclusive: 'AI everywhere' and embedded trust key to Ne...
Fri, 4th Apr 2025

About Diversity, Equity & Inclusion
Exclusive: NetSuite expands partner ecosystem to meet A...
Fri, 4th Apr 2025

About IT professionals
Exclusive: Pulseway discusses drive for simplicity and ...
Tue, 25th Mar 2025

About Productivity
Exclusive: AI adoption accelerates as Lenovo unveils ne...
Mon, 24th Mar 2025

About Software-as-a-Service
Exclusive: Rayven reveals how SMBs can harness automati...
Mon, 24th Mar 2025

About Collaboration
Titan of Tech - Nadene Serman of Infotrack
Mon, 17th Mar 2025

About Collaboration
Exclusive: GBG's Carol Chris on innovation, fraud preve...
Fri, 14th Mar 2025
Expert columns

By Sam Shennan of Incubeta
Un-marketing: redefining personalized marketing strateg...
Last week

By Darek Tasak of CloudBlue
Keep them coming back: How to reduce SaaS churn rates
Last week

By James Robinson of SYSPRO
Future-proofing manufacturing businesses against trade ...
Last week

By Richard Lundgren of Calabrio
The AI tipping point: How contact centres in ANZ are re...
Last week

By Steven Schuler of Twilio
Does anyone know what a CDP is anymore?
Last week
Interviews

Discussing Marketing Technologies
Exclusive: Brian Stucki discusses Australian executives...
Last week

Discussing Fintech
Exclusive: How Zepto’s real-time payments are reshaping...
Last month

Discussing Big Data
How the Orlando Magic are reinventing fandom with data ...
Last month

Discussing Digital risk
Australian enterprises increase investment in digital t...
Last month

Discussing Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Thu, 17th Apr 2025
More expert columns

By William Zhang of Alfred AI
Looking ahead: The future of AI-driven workflows
Last month

By Rob Hango-Zada of Shippit
How Click-Frenzy can help you win the rest of the retai...
Last month

By Billy Loizou of Amperity
The new customer data imperative: Real-life challenges ...
Last month

By Jeremy Thomas of Backbase
Why New Zealand financial services providers must moder...
Last month

By Hans Zachar of Nutun
How South Africa is unlocking better customer experienc...
Last month

By Richard Knott of InfoSum
From compliance to campaigns: Data collaboration as Fin...
Last month
Recent news

About Digital Transformation
Legacy Tech, Technical Debt Threaten Modernisation Goal...
Today

About Business Intelligence
Nexer achieves fifth year of growth despite tech sector...
Last week

About Money Laundering
SEON expands APAC team as demand for fraud tech solutio...
Last week

About Accounting systems
Sage expands Embedded Services to North America & Europ...
Last week

About Fitness
Decathlon expands live video consultations for sports s...
Last week
More news

About Software-as-a-Service
Aryza acquires Webio to boost AI in financial software ...
Last week

About Spotify
Amazon Prime tops list as most-cancelled subscription a...
Last week

About Digital Transformation
UK executives see AI as key, but only 16% feel ready to...
Last week

About Software-as-a-Service
Aryza acquires Webio to boost AI SaaS financial service...
Last week

About Local government
Ipswich council partners with Workday to modernise HR s...
Last week
Even more news

About Customer service
Qualtrics study reveals just 7% of Aussie execs want to...
Last week

About Digital Transformation
Qualtrics helps Asia Pacific firms boost customer exper...
Last week

About Software-as-a-Service
EastWest chooses Temenos SaaS to upgrade banking platfo...
Last week

About Digital Transformation
Australian firms slow to lead despite AI offering AUD $...
Last week

About Digital Marketing
Awin launches Ava AI assistant, upgrades affiliate plat...
Last week
Job moves

Move at Symantec
Riverbed appoints Crighton to lead sales across Asia-Pa...
Last week

Move at Alcatel-Lucent Enterprise
Sandrine El Khodry named new EVP of Global Sales at ALE
Last month
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Move at Hyland
Michael Campbell appointed Chief Product Officer at Hyl...
Last month

Move at Fivetran
Fivetran appoints Monica Ohara as Chief Marketing Offic...
Last month

Move at Accenture
Accenture appoints Pietro Mangione to lead Asia Pacific...
Last month
Other guides
You can read other related guides from Marketing Technologies, Artificial Intelligence, Customer Relationship Management, Unified Communications, and Customer Data Platforms.
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