The quality of the encounters that customers have with a vendor, whether online, on the phone or in person. Needless to say, if the customer experience (CX) is good, customers are likely to purchase products again. If the CX is bad and never seems to improve, there is incentive to switch companies or services.
Customer relationship management (CRM) systems make all relevant information available to call center reps and help make the customer experience more professional. See
CRM and
agent experience.