In today’s competitive market, multichannel interactions that a customer has with a brand has a strong impact on customer retention. Customer experience design orchestrates all brand’s touchpoints (offline and online) to create a seamless and consistent experience for customers across all channels. The optimal goal of customer experience design is to increase overall customer satisfaction, loyalty and advocacy.
CX Designers are not focused on one medium like a web application or advertising, but how all customer’s touchpoints are aligned to deliver what the brand promises. This includes the pre-purchase, purchase and post-purchase experience that all customer segments go through across all touchpoint.
As a result, a CX Designer creates a customer journey map for all customer segments and designs the experience across all those touch points.