Glossary
The overall perception a customer forms from every interaction with a brand.
Customer experience (CX) is the sum of every interaction a person has with a brand — discovery, buying, support, and beyond — and the feelings those interactions create. It spans all channels and the entire relationship.
Great CX is consistent, fast, personal, and effortless. Even one frustrating moment, like a slow reply or a repeated question, can sour the whole impression.
Conversational tools improve CX by making interactions immediate, personal, and available on the customer's preferred channel.
Strong CX drives loyalty, referrals, and lifetime value; poor CX quietly drives customers to competitors.
Defuser AI improves CX with instant, personal, omnichannel conversations — see conversational commerce.
The overall perception a customer forms from every interaction with a brand.
Strong CX drives loyalty, referrals, and lifetime value; poor CX quietly drives customers to competitors.
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