Customer experience (CX) refers to the sum of every interaction a customer has with your business, encompassing people and products across multiple touchpoints. It directly impacts whether customers will want to continue doing business with you, with 88% of customers saying it's as important as product or services. A great CX helps businesses reduce churn, improve retention rates, build brand loyalty and trust, and grow revenue. Key elements include personalized experiences, omnichannel interactions, efficiency, convenience, knowledgeability, friendliness, human interaction, and personalization. Businesses can design CX by empowering customers to self-serve, delivering personalized experiences, supporting customers right where they are, using bots and automation, and staying human at scale. Measuring CX involves customer satisfaction metrics like NPS or CSAT scores, as well as voice of the customer programs and surveys to gather insights and act on feedback. Great CX examples prioritize efficiency, convenience, knowledgeability, friendliness, human interaction, and personalization, such as using in-product messaging, chatbots, and automation to provide seamless experiences.