Customer experience design (CX Design) orchestrates all brand’s touchpoints (offline and online) to create a seamless and consistent experience for customers across all channels.
In today’s competitive market, multichannel interactions that a customer has with a brand has a strong impact on customer retention. 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 touchpoints.
As a result, a CX Designer creates a customer journey map for all customer segments and designs the experience across all those touch points.