X: The Experience When Business Meets Design

Customer experience is the new marketing and it's also one of the hottest trends in business right now. Also known as CX, executives, strategists, and agencies alike are learning that the digital customer is notably different than the traditional customers before them. Expectations, the technology they use, how and where they make decisions and what it is they value is forcing strategists to rethink and redesign the customer journey for a multiscreen world.

While rife with challenges, CX represents a life-saving opportunity for businesses to earn relevance among a new generation of connected customers. But…what is an experience?

Believe it or not, it's more than creative marketing or exceptional customer support.

An experience is a physical and emotional connection between brand and customer throughout the relationship lifecycle.

An experience is the brand and it is aspirational.

An experience is a great product, its packaging and its performance over time.

An experience is delightful sales and service.

An experience is everything and an experience is intentional by design