What Is Customer Experience? Why It’s the Business Strategy You Can’t Afford to Ignore
In today’s ultra-competitive marketplace, your product or service alone isn’t enough to guarantee growth. What truly sets businesses apart now is the way they make people feel—before, during, and after a transaction. That’s where Customer Experience comes in. But before you can improve it, transform it, or even measure it, you need to understand one vital question: What is Customer Experience?
So, what is Customer Experience, exactly?
Customer Experience (often abbreviated as CX) refers to the entire journey a customer takes with your brand. It’s the emotional, psychological, and practical response someone has as they interact with your business—whether online, in person, or through a service call. Every single interaction adds up to form a broader perception of your company.
Customer Experience includes everything from your website’s usability to how your staff answers the phone. It’s the consistency of your tone, the empathy in your service, and how your brand makes people feel after a purchase. It’s not a single department’s job—it’s a cross-functional responsibility and a strategic asset.
Businesses often confuse customer service with customer experience. While customer service is reactive—responding to issues—Customer Experience is proactive, designed from the ground up to create emotional connection, frictionless processes, and lasting loyalty.
Now that we’ve answered “what is customer experience,” let’s explore what it looks like in practice.
A great customer experience is seamless, intuitive, and emotionally satisfying. It’s when a hotel greets you by name and remembers your preferences. It’s when a retail brand sends a thank-you note after your purchase. It’s when an event planner anticipates your needs before you even voice them. These moments may seem small, but they leave a powerful impression—and they often become the stories customers tell others.
A well-designed customer experience strategy ensures that each step of the customer journey is thoughtful, engaging, and aligned with your brand values. When done right, CX increases retention, boosts lifetime value, and turns customers into vocal advocates.
In an era of digital saturation and short attention spans, the brands that thrive are the ones that prioritize experience. If you’re still asking, “What Is Customer Experience” or “Why does customer experience matter?”—consider this: Consumers no longer compare you only to your direct competitors. They compare your service to the best experience they’ve ever had—whether it was with Amazon, Apple, or their favorite local coffee shop.
In short, What Is Customer Experience, it is your brand.
And that’s why so many organizations are turning to customer experience keynote speakers to transform the way they think about service, empathy, and retention.
One of the most impactful ways to elevate your company’s CX strategy is by bringing in a speaker who lives and breathes Customer Experience. These thought leaders don’t just motivate—they educate, inspire, and equip your teams to deliver next-level results.
Take Dan Gingiss, for example. He teaches companies how to find the “wow” in the everyday and make customer experience their strongest marketing tool. His approach is practical, engaging, and rooted in years of real-world leadership.
Brittany Hodak is another powerhouse. She specializes in turning satisfied customers into raving superfans. With her energetic delivery and storytelling-based strategy, she helps brands build emotional loyalty at scale.
If you’re looking to rethink processes through the lens of empathy and design, Kerry Bodine is a must. Her work in customer journey mapping and human-centered design helps organizations identify pain points and turn them into moments of delight.
Jay Baer brings urgency to the conversation. In today’s fast-paced world, speed and responsiveness are everything. Jay empowers businesses to respond faster, communicate clearer, and win trust with digital-first customers.
Finally, Scott McKain delivers a masterclass on how to stand out through experience. His “Four Cornerstones of Distinction” help brands craft unique, memorable, and consistent interactions that turn differentiation into dominance.
If you’re serious about improving your customer experience strategy, hiring one of these customer experience speakers is a high-impact move. Whether you’re planning an executive retreat, a leadership summit, or a company-wide kickoff, these voices can shift culture, spark innovation, and drive measurable results.
So, let’s circle back to our core question: What is Customer Experience?
It’s not a trend. It’s not a tool. It’s the emotional legacy your business leaves behind after every interaction. It’s what makes customers remember you—and recommend you.
If you want your business to grow not just in revenue, but in relevance and reputation, investing in customer experience isn’t optional—it’s essential.
And bringing in the right speaker might be the best first step you can take.
To explore booking these transformative voices for your next event or leadership session, visit SpeakersInc.com and connect with speakers who can redefine how your organization thinks about experience or send us a message.
Because in the end, your customer may not remember every detail—but they’ll never forget how you made them feel.
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