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Customer Experience (CX) and Customer Journey

In: B2B Customer Engagement Strategy

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  • Daniel D. Prior

    (University of New South Wales)

Abstract

CX refers to how stimuli available in the CE context relate to customer perceptions and how these affect customer psychological and emotional states. Customer journey is slightly different. While customer journey is still concerned with the stimuli available in the CE context and its interactions with customer perceptions (and customer psychological and emotional states), customer journey tends to envisage a sequence of customer brand touchpoint interactions. Customer journey, therefore, is more concerned with the inter-relatedness of customer brand touchpoint interactions.

Suggested Citation

  • Daniel D. Prior, 2023. "Customer Experience (CX) and Customer Journey," Springer Books, in: B2B Customer Engagement Strategy, chapter 3, pages 45-66, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-23409-5_3
    DOI: 10.1007/978-3-031-23409-5_3
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