CX, or customer experience, encompasses the full journey a customer has with a brand—not just individual interactions, but the overall impression those interactions leave behind. It includes everything from the first moment of awareness to the post-purchase follow-up, support, and beyond.
In digital marketing, creating a positive CX means ensuring consistency, ease, and value at every touchpoint—whether through ads, website usability, email communication, or customer service channels. A seamless and thoughtful experience builds trust and loyalty, at a time when even one frustrating or disjointed moment can damage a customer’s perception of the brand.
Strong CX strategies prioritize the customer’s needs, expectations, and emotions at every stage of the funnel. Ultimately, great CX doesn’t just drive conversions—it fosters long-term relationships.
