Customer Experience (CX) is now one of the most critical factors determining a company’s competitiveness. But it hasn’t always been this way. There was a time when companies focused only on selling products or services, with little attention to understanding the entire customer journey. So, how did CX start, where has it come from, and what does the future hold? Let’s explore this journey together.
1. The Early Days: Product and Service Focus
In the 1960s and 1970s, companies focused more on product and service quality than on customer satisfaction. Customer feedback was limited and mostly collected through post-sale surveys. The main goal was to identify product issues and improve operational efficiency.
2. The Customer Satisfaction Era
By the 1980s, companies realized that selling products alone was not enough. Customer satisfaction started to be measured using surveys and paper feedback forms. This period marked the first steps toward a customer-centric mindset.
3. The Experience-Driven Approach
In the 2000s, companies began to understand the importance of managing the entire customer journey. Customer journey mapping and touchpoint analyses became common. Companies that prioritized experience to differentiate themselves from competitors and drive growth began to stand out. The goal was to provide a consistent, seamless experience and build brand loyalty.
4. Digitalization and Data Era
The 2010s brought a transformation through social media and digital channels. Companies began tracking customers in real time and using data-driven analytics to personalize experiences. Metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) became widespread, helping companies measure and optimize CX. Big data and real-time analysis enabled more informed decisions at every stage of the customer journey.
5. AI and the Future
Today, CX is faster, more accurate, and highly personalized thanks to artificial intelligence and automation. Customer feedback is no longer just collected—it is turned into proactive actions. Close-the-loop management and AI-powered recommendations allow companies to continuously enhance the customer experience.
CX Day: A Special Day for the Global CX Community
Globally, CX Day is celebrated every first Tuesday of October. This special day is dedicated to the CX community, highlighting the importance companies place on their customers and encouraging improvements in customer experience. Best practices are shared, and companies organize activities to strengthen their relationships with customers.
In conclusion, customer experience is no longer optional—it is a core strategy for business success. From simple surveys to AI-powered proactive solutions, this journey helps companies understand their customers and build lasting connections. CX Day and other global initiatives reinforce this mindset, showing that CX will remain central to company strategy in the future.
