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5 Essential stages of a strong CX journey

Sohaib Ahmed, Senior Director of CX Program Strategy at HGS

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Article originally published on CustomerThink

Customer experience (CX), one of the foremost pillars of a flourishing business, can be defined as the quality of interactions between a customer and a contact center agent throughout the buying cycle. With a strong CX journey and a happy and satisfied customer, it’s a safe bet that in return, those customers will turn out to be loyal patrons in the long run. Not only that, but they also usher in new customers through word-of-mouth marketing and open the door for an increase in brand value and long-term revenue generation.

With every industry facing steep, increasing competition, customers have a myriad of options to choose from. In the age of today’s internet, where there are search engines aplenty and conversational, AI-powered tools like ChatGPT, customers have the capabilities to do thorough research on a product or service they are interested in – all at their own fingertips. A remarkable customer experience journey helps to create an affinity toward the brand, reinforcing a customer’s decision to purchase a product/service from their chosen company.


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