In today’s hyper-connected and competitive business landscape, organizations strive to build lasting customer relationships. A happy and content customer is a company’s true asset. For any business, however big or small, there can be no better advocate than its customer community. That’s why organizations are so rightly focused on being ‘customer-centric’. Two terms that often arise in discussions surrounding customer-centricity are “customer experience” and “customer engagement.” While the terms may seem interchangeable, they actually represent distinct aspects of the customer journey. Considering the current scenario, with so many businesses going ‘digital-first’, things become more interesting as we examine online customer experience and digital customer engagement.
In this blog post, we will delve into the nuances, compare customer experience and customer engagement, and explore how they impact businesses in the digital age.