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Research Brief: Customer Service Is a Lynchpin for Customer Experience (CX)
Nov 03, 2023
by
Enterprise Strategy Group Research
Customer satisfaction is one of the keys to retaining loyal consumers who repeatedly purchase goods and services as well as recommend the business to consumers. Strong customer experience (CX) programs support customer satisfaction by ensuring their interactions with the brand are smooth, timely, and relevant at every stage. Recent research by TechTarget’s Enterprise Strategy Group shows that the responsibility for executing CX strategies has begun to shift from a marketing function to a more holistic initiative within the customer service domain.
Customer experience is the sum of a customer's digital interactions with a company throughout the customer lifecycle, from early online research of a product or service to active use and repeat business such as subscriptions. Most customer experience…
