Customer experience best practices and strategies for marketing success In this podcast, we explore Customer Experience (CX), emphasising its importance beyond customer service. Susan highlights that CX encompasses every customer interaction, from initial contact to post-purchase, and discussed how poor CX can lead to customer loss, while enhancing it can boost sales by 2-7%. Susan outlines key practices for improving CX, including creating an actionable vision, mapping the complete customer journey, leveraging AI and automation while maintaining human interaction, and ensuring consistent experiences acrossall touchpoints. She also stresses the need for an organisational-wide approach to CX and shared statistics on the impact of CX on consumer behaviour.
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