Customer experience (CX) describes the entire perception a customer has of a business — across sales, support, billing, product, marketing, and post-sale — over the full lifetime of the relationship. CX is a strategic discipline focused on systematically improving these interactions.
Distinct from user experience (UX), which is interface-specific, CX spans every channel and every type of interaction (phone calls, emails, in-product, in-person, automated communications).
Digital customer experience (DCX) is the subset of CX that happens through digital channels — increasingly the dominant share of total interactions. See our digital customer experience article for strategy and platforms.