B. Joseph Pine II & James GilmoreThe Experience Economy, 1999
Experiences are a distinct economic offering: memorable events staged by a company that engage each customer in an inherently personal way — beyond goods and services.
Christopher Meyer & Andre SchwagerUnderstanding Customer Experience, HBR 2007
The internal and subjective response customers have to any direct or indirect contact with a company — every touchpoint, advert, review and interaction counts.
Forrester ResearchCX Index framing
How customers perceive their interactions with a company — effectiveness, ease and emotion — with emotion the strongest driver of loyalty.
The EclipseFrontiers® LensCX is the sum of promises kept, measured in feelings.