Customer Experience Optimization (CXO) is the process of optimizing the way your customer sees, hears and feels about your business or brand. Customer experience optimization includes every touchpoint and interaction a customer has with your business. The customer experience optimization is gained iteratively over the customer’s entire relationship with your brand throughout the customer journey including traditional & digital touchpoints and personal interactions, accumulating over a span of seconds or even decades of exposure.
Customer Experience Optimization is an incremental process for businesses to achieve efficient, organic growth and opportunity. CXO requires effective cross-functional team collaboration to achieve clarity, productivity, and creativity to maximize the delivery of products and services of the highest possible value.