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Erschienen in:

2023 | OriginalPaper | Buchkapitel

3. Customer Experience (CX) and Customer Journey

verfasst von : Daniel D. Prior

Erschienen in: B2B Customer Engagement Strategy

Verlag: Springer International Publishing

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Abstract

CX refers to how stimuli available in the CE context relate to customer perceptions and how these affect customer psychological and emotional states. Customer journey is slightly different. While customer journey is still concerned with the stimuli available in the CE context and its interactions with customer perceptions (and customer psychological and emotional states), customer journey tends to envisage a sequence of customer brand touchpoint interactions. Customer journey, therefore, is more concerned with the inter-relatedness of customer brand touchpoint interactions.

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Vorheriges Kapitel CE Context

Nächstes Kapitel The Case for CE Capability

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Titel: Customer Experience (CX) and Customer Journey
verfasst von: Daniel D. Prior
Verlag: Springer International Publishing
Buch: B2B Customer Engagement Strategy
Print ISBN: 978-3-031-23408-8

Electronic ISBN: 978-3-031-23409-5

Copyright-Jahr: 2023
DOI: https://doi.org/10.1007/978-3-031-23409-5_3