In commerce, customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. Gartner asserts the importance of managing the customer's experience.
Customer experience implies customer involvement at different levels – such as rational, emotional, sensorial, physical, and spiritual. Customers respond diversely to direct and indirect contact with a company. Direct contact usually occurs when the purchase or use is initiated by the customer. Indirect contact often involves advertising, news reports, unplanned encounters with sales representatives, word-of-mouth recommendations or criticisms.
Melrose Labs: Our mission is to deliver pivotal services in cloud communications across mobile, fixed-line and internet for enterprises, SMS aggregators and messaging providers. These services allow organisations to take leaps forward in the services they provide to their customers, their reliability, insight into their services and increased operational efficiency.