What is Customer Experience?
Converge Team
The overall perception customers have of interactions with a company
What is Customer Experience?
Customer experience (CX) encompasses every interaction a customer has with your company—from their first website visit through purchase, support, and renewal. CX is the sum of marketing touchpoints, product usability, sales interactions, support quality, billing clarity, and community engagement. It's the overall "feeling" a customer has about doing business with you.
Support is one of the most impactful CX touchpoints because it happens during high-emotion moments—when something is broken, confusing, or urgent. A great support experience can compensate for product issues; a bad one can negate an otherwise excellent product.
Why Customer Experience Matters
86% of buyers are willing to pay more for a better customer experience (PwC). Companies that lead in CX outperform laggards by nearly 80% in revenue growth. CX isn't a soft metric—it directly drives business outcomes through higher retention, increased spending, and word-of-mouth referrals.
For support teams, CX awareness means thinking beyond "did I resolve the ticket?" to "how did the customer feel about the entire interaction?" Quick resolution on a complicated issue might satisfy functionally but leave the customer feeling like they had to work too hard. CX-oriented support focuses on the entire experience, not just the outcome.
Customer Experience in Practice
A subscription box company mapped their CX across all touchpoints and found that support was their highest-rated interaction (CSAT 91%) while their billing/cancellation process was lowest (CSAT 52%). The cancellation flow required calling a phone number during business hours. They added a cancel option in their chat widget, handled by support agents who could process it instantly and also ask about reasons. Cancellation CSAT rose to 78%, and 20% of cancellation conversations ended with the customer choosing to stay after discussing their concerns.