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13 November 2024

Customer Experience (CX) (Glossary)

Automation Digital branding Digital transformation eCommerce and digital commerce Sanjay Sauldie Glossary

Customer experience (CX) is particularly at home in the areas of eCommerce and digital commerce, digital transformation and digital branding. The term describes the entire experience that a customer has with a company - from the first contact to the purchase and beyond. The aim of a good customer experience is to ensure that customers feel completely at ease and are happy to return.

Imagine you order a shoe online. The website is easy to use, customer service responds quickly to your questions and the parcel arrives on time, beautifully packaged. You are delighted and tell your friends about it or buy again. This is exactly what customer experience means: all points of contact with your company are positive and leave a lasting impression.

Companies that pay attention to an excellent customer experience benefit twice over - they win new customers and retain existing ones in the long term. Especially in the digital age, where the next provider is just a click away, optimising the customer experience is crucial to the company's success.

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Sanjay Sauldie

Sanjay Sauldie is a digital strategist, speaker and developer of the transruption toolkit, which companies can use to make their digital transformation measurable, human and sustainable. With kiROI - the AI-based approach to value creation in the digital age - he helps self-employed people and companies to integrate artificial intelligence into their processes in a practical way. With his outstanding marketing strategy iROI, he has already led countless companies to greater visibility and thus more profits. He combines digital innovation with disruptive thinking models for a sustainable business strategy. He studied mathematics and computer science at the University of Cologne, completed a Master of Science in Digital Disruption at the University of Salford (UK) and a Design Thinking programme at MIT/EMERITUS Singapore. As a multiple award-winning expert - including the Golden Web Award and the Innovation Award of the Initiative Mittelstand - he advises SMEs and corporations. His motto: "Digitalisation is not an end in itself - it must serve people."

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