What is customer experience?

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A set of sensations and emotions felt by consumers throughout all of their points of contact with a brand, both online and offline. This discipline aims to identify any problems that may be generated by a poor experience of the brand by users through a strategy that aligns the main business decisions with the said experiences.

It is distinguished from user experience or UX in that the latter refers to the experience people have when they interact with a specific product of the brand, such as a website or an app. Likewise it should not be confused with user interface design (UI design), which refers to the visual presentation of a digital product or service (look and feel).

Other denominations:
CX

 
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