Customer Experience (CX) is still considered by many to be just a soft-and-fluffy activity. The role of CX practitioners often is reduced to capturing and reporting data. Conventional thinking about CX isn’t serving the needs of businesses or CX practitioners.
CX pros need to realize that CX is not a softball game; it is a science, drawing upon learnings from fields such as, consumer behavior, sociology, behavioral economics, psychology and economics. CX entails the systematic study of customer perceptions, intentions, and behaviors to explain and predict customer attitudes and behaviors.
Watch this video to see how you can be more scientific in your approach to CX.
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