ICX CONSULTING · CUSTOMER EXPERIENCE
Customer Experience that your customers notice and your business can measure.
This is the starting point for every Customer Experience topic at ICX Consulting. Explore the subtopics, download practical guides and templates, and when you are ready, request a free diagnosis of how your company serves, sells to and retains its customers.
WHAT CUSTOMER EXPERIENCE MEANS AT ICX CONSULTING
Customer Experience is the sum of every interaction a customer has with your company, from the first contact with marketing to the sale, the service and the renewal. ICX Consulting treats it as a management discipline with owners, processes, indicators and technology, not as a survey or a campaign.
SUBTOPICS
Explore Customer Experience by subtopic
STRATEGY
Customer Experience strategy
Define the experience you want to deliver and how mature your company is today.
JOURNEY
Customer journey mapping
See each step your customers take and the moments where they leave or complain.
FEEDBACK
Customer feedback and insights
Turn what customers say into decisions that change processes and channels.
LOYALTY
Customer retention and loyalty
Keep the customers you already won and give them reasons to buy again.
SERVICE
Service design and customer support
Design the service your customers receive and the rules your team follows.
USER EXPERIENCE
User experience and digital channels
Make websites, portals and apps easy to use for every customer.
Four ICX methodologies that move Customer Experience from diagnosis to execution.
Measures how mature your Customer Experience is and shows where it breaks today.
Shows on one page the processes, owners, systems, business rules and indicators behind the experience.
Defines the target customer strategy so every process decision points in the same direction.
Guides the adoption of new processes and software into the sales and service operation.
FREE RESOURCES
Customer Experience guides, templates and ebooks
Practical material prepared by ICX Consulting consultants. Each resource opens a short form and the download is free.
TEMPLATES AND TOOLS
Map and design the journey
Tools you can use with your team this week.
EBOOKS
Build the strategy
Reading for leadership teams that are defining their Customer Experience strategy.
FREQUENTLY ASKED QUESTIONS
Customer Experience questions, answered
What is Customer Experience?
Customer Experience is the perception a customer forms through every interaction with a company, including marketing, sales, service, billing and renewal. It is shaped by processes, people, channels and technology.
What does ICX Consulting do in Customer Experience?
ICX Consulting diagnoses the current experience, defines the target customer strategy, redesigns the processes and channels customers use and automates them in the CRM, using its own methodologies such as the ICX Maturity Model, ICX Compass and the ICX Transformation Framework.
Where should a company start?
Start with a diagnosis. It shows where the experience breaks and which subtopic matters most for you, whether that is the customer journey, customer feedback, loyalty or service design.
How is Customer Experience different from user experience?
User experience focuses on how easy a website, portal or app is to use. Customer Experience covers the whole relationship, including the people and processes behind each channel.
What does the free diagnosis include?
It is a conversation with an ICX Consulting consultant about your goals and your current Customer Experience. It has no cost and no commitment, and it ends with suggested next steps.
Are the guides and templates free?
Yes. Every resource on this page is free. You only fill in a short form to receive the download.