CUSTOMER EXPERIENCE SPEAKER: HOW TO DEFINE CX AND THE FUTURE OF CUSTOMER SERVICE

The best customer experience keynote speakers often define CX in many different ways. Many new technology trends and cultural developments continue to impact the field after all. Still, for meeting and event planners wondering where customer experience keynote speakers stand here, let’s take a closer look at some definitions offered.

• The sum total of all interactions a customer has with a company and its products or services. This includes everything from navigating the website, talking to sales reps, using the product/service, getting support, etc. The goal is to make these interactions as positive and seamless as possible.
• How a customer perceives their relationship with a brand or so customer experience keynote speakers tell us. It’s based on their emotions, perceptions, associations, and past experiences across all touchpoints. The customer experience is influenced both consciously (e.g. product quality) and subconsciously (e.g. brand image).
• The customer’s journey with a company over time and across channels. It starts from brand awareness and discovery, to purchase, to post-sales engagement and loyalty. A good customer experience means guiding the customer through this journey in a personalized, consistent and valuable way.
• The feeling customers get when they interact with a company and its offerings. Customer experience is defined by customers’ perceptions and related feelings caused by the one-on-one interaction with the company. It’s a measure of how well a company delivers on customer expectations.
• Crafting interactions that meet customer needs and provide value or so customer experience keynote speakers report. Customer experience entails understanding customer expectations and pain points, and designing end-to-end interactions that solve problems and build an emotional connection with the brand. The goal is to meet needs and build loyalty.

Most customer experience keynote speakers emphasize that CX encompasses every interaction a customer has with a brand, across all touchpoints and over time. The focus is on making these interactions easy, enjoyable and personalized to deliver value.