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GLOSSARY: Customer Experience

The totality of strategies, encounters, and procedures that comprise a business’ interactions and relationships with customers.  The customer experience can include everything from pricing strategy, to the marketing and sales processes, to customer service performance, to customer retention efforts.  Contact center professionals have historically focused on the customer service or customer engagement experience – an assessment of what transpires within individual customer interactions – but they are increasingly adopting a bigger picture, organization-wide view of the experience.  Every potential touchpoint and interaction counts.