Definition

consumer experience (CX)

Contributor(s): Christina Torode

Consumer experience (CX), also called customer experience, is the perception a patron has after engaging with a company, brand, product or service.  

On the Internet, focus on the consumer experience began with website design and such online retail services as Amazon.com, wherein the buying experience is simplified and recommendations are made to site visitors based upon past purchases. In the corporate world, IT executives are adopting the look, feel and functionality of online pioneers such as Amazon, Google and Facebook for many of their Web-based efforts. New employee- and customer-facing portals, social media strategies and enterprise app stores are being developed with the features and functionality of Amazon, Google, Facebook and the Apple App Store in mind to improve consumer experience. 

See also: customer experience management

 

This was last updated in February 2013

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