The Ultimate Guide to Customer Experience
2025 edition
Overview
Also known as CX.
In days gone by, the IT department, computer and other device manufacturers, and software developers, gave little to no thought about the intended users of their products. Ushered in by companies like Apple, that’s all changed: today, Customer Experience (CX) is the field of endeavour concerned with how people receive and interact with products, services and organisations themselves (the term is also used frequently in a Contact Centre context). CX encompasses emotions, opinions and perceptions of products and services, and CX practitioners seek to positively influence how customers receive and interact with the organisation, it’s services and products.
Analyst reports

Gartner on CX & UC
ANZ firms ramp up AI agent adoption to stay competitive...
Last week

Gartner on CX & Data Analytics
CData unveils cloud service after $350 million backing
Last month

Gartner on CX & UC
Genesys Cloud AI drives a rise in annual revenue in 202...
Last month

Gartner on CX & SaaS
BillingPlatform introduces BP Pay for seamless transact...
Fri, 28th Mar 2025

Forrester Research on CX & Firewalls
Cloudflare named leader in Web Application Firewalls by...
Mon, 24th Mar 2025
Featured news

About Digital risk
Australian enterprises increase investment in digital t...
Yesterday

About Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

About Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month

About EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Last month

About Business Intelligence
Exclusive: 'AI everywhere' and embedded trust key to Ne...
Last month

About Diversity, Equity & Inclusion
Exclusive: NetSuite expands partner ecosystem to meet A...
Last month

About IT professionals
Exclusive: Pulseway discusses drive for simplicity and ...
Tue, 25th Mar 2025

About Productivity
Exclusive: AI adoption accelerates as Lenovo unveils ne...
Mon, 24th Mar 2025

About Software-as-a-Service
Exclusive: Rayven reveals how SMBs can harness automati...
Mon, 24th Mar 2025

About Collaboration
Titan of Tech - Nadene Serman of Infotrack
Mon, 17th Mar 2025

About Collaboration
Exclusive: GBG's Carol Chris on innovation, fraud preve...
Fri, 14th Mar 2025

About IoT Security
Exclusive: David Nuti reveals how Extreme Networks is d...
Tue, 25th Feb 2025

About Digital Marketing
Exclusive: How Constant Contact is empowering small bus...
Thu, 20th Feb 2025
Expert columns

By Nicole Buisson of Lightspeed
Venues are predicting major growth in 2025 - here’s the...
4 days ago

By Andrew Mamonitis of ECI Solutions
ERP success or ERP chaos: Why SMB manufacturers win or ...
Last week

By Jonathan Reeve of APAC, Eagle Eye
The ‘Secret Tech Sauce’ Behind Australian Retail Media ...
Last month

By Billy Loizou of Amperity
Achieve True Personalisation with AI-Powered Customer D...
Last month

By Sarah Jarvis of Eagle Eye Solutions
Why we need to be all-in on Personalisation
Last month
Interviews

Discussing Digital risk
Australian enterprises increase investment in digital t...
Yesterday

Discussing Data Analytics
Exclusive: DBS bets on AI to scale customer-centric ban...
Last month

Discussing Virtualisation
Fast moves, big change: Google Cloud on AI enabling bus...
Last month

Discussing EduTech
Google Cloud Canada grows with focus on AI and sovereig...
Last month

Discussing Business Intelligence
Exclusive: 'AI everywhere' and embedded trust key to Ne...
Last month
More expert columns

By Twilio
Creating a lead generation flywheel with AI and data at...
Last month

By Brian Johnston of Cogo
How banks can support mortgage customers to reduce thei...
Mon, 31st Mar 2025

By Brad Drysdale of SnapLogic
Why Agentic AI is the next frontier in enterprise innov...
Wed, 26th Mar 2025

By Nicola Kinsella of Fluent Commerce
Transforming retail; What to consider before deploying ...
Mon, 24th Mar 2025

By Donovan Jackson
Adobe Summit 2025: Creativity for all as Shantanu Naray...
Mon, 24th Mar 2025

By Naomi Owusu of Tickaroo
Live and Interactive: The tech-driven future of digital...
Fri, 21st Mar 2025
Recent news

About Professional services
Misalignment over AI adoption hampers UK mid-market gro...
Today

About Data Analytics
Personalised data & AI crucial for brands’ future succe...
Today

About Marketing Technologies
Skechers launches Luna, an AI stylist, at Singapore sto...
Yesterday

About Cloud Services
Sinch named leader in Omdia CPaaS report for innovation...
Yesterday

About Cloud Services
Agentic AI helps firms boost CX satisfaction & cut cost...
Yesterday
More news

About Software engineering
Thoughtworks helps carsales boost customer service with...
2 days ago

About Gaming
Orlando Magic expand SAS AI partnership to personalise ...
2 days ago

About Robotics
StarHub marks 25 years with celebrations & NBA streamin...
2 days ago

About Mobile Apps
WaveMaker & AT&T launch influencer app studio for wirel...
2 days ago

About Fintech
Backbase unveils AI platform to boost bank efficiency &...
3 days ago
Even more news

About Digital Transformation
Financial services face outages costing USD $2.2 millio...
3 days ago

About Digital Transformation
Lallemand launches digital commerce portal to cut £3m c...
3 days ago

About Network Infrastructure
UK CIOs warn of unrealistic boardroom expectations arou...
3 days ago

About Marketing Technologies
Most organisations eye digital banks as KYC frustration...
3 days ago

About Collaboration
Agentic AI raises concerns over enterprise risks & valu...
3 days ago
Job moves

Move at Cisco
Rubrik expands executive team, appoints Kavitha Mariapp...
Last week

Move at Quanton
Quanton appoints Chris Wyman to lead Australia growth p...
Last month

Move at Application Security
Ketan Tailor appointed as Barracuda's Chief Customer Of...
Last month

Move at Microsoft
Pat Copeland joins Moloco to lead machine learning effo...
Last month

Move at Microsoft
CyrusOne appoints James Miller for European site acquis...
Last month
Other guides
You can read other related guides from Marketing Technologies, Customer Relationship Management, Artificial Intelligence, Unified Communications, and Customer Data Platforms.
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