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📖 What is Customer Experience (CX)?

The sum of all the interactions a customer has with a service provider and its products across the entire customer journey.

🥋 Sensei Says:

"CX is objective and subjective. It's not just about the service working, but how the customer feels about it."

📚 Certification: ITIL 4 Foundation (ITIL4-Foundation)

🔑 What are the Key Concepts of Customer Experience (CX)?

▸ Crucial for the 'Focus on value' principle.
▸ Encompasses both functional utility and emotional response.
▸ Is heavily influenced by the user experience (UX) of the tools and services provided.

🎯 How does Customer Experience (CX) appear on the ITIL4-Foundation Exam?

Questions about what needs to be understood to truly define and focus on value.

❓ Frequently Asked Questions

Is CX the same as UX?

No. UX focuses specifically on the interaction with a product or system, while CX is the broader overall relationship with the provider.

Related Terms from ITIL 4 Foundation

Automation Silo Mentality Collaborate and Promote Visibility Complexity Reduction Plan (Value Chain Activity) Problem

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