Blog post: After all, what is customer experience?

Larissa Becker identifies this as a problem for both researchers and practitioners as it hinders knowledge creation and managerial practice. To address this issue, the author presents a common language of CX, defining it as "customers’ nondeliberate, spontaneous responses and reactions to offering-related stimuli along the customer journey". The blog post calls for a more consistent and cohesive understanding of CX to improve research and practice in the field.

Read the whole CERS blog post about how Larissa Becker discusses the problem with the lack of a common definition of Customer Experience (CX) here.