CXSA is a professional association and governing body created to represent Customer Experience professionals in South Africa.
CXSA professional body provides legitimacy for the profession of Customer Experience in South Africa, as well as support for all levels of people intent on improving the experience of the customer.
The CXSA represents a diverse member base of qualified and accredited Customer Experience professionals, corporates focused on improving CX, suppliers to the customer experience industry, Academic professionals, and students.
Good customer experience ensures that a customers experience at every touch point, matches their expectations.
Customer experience (CX) is the culmination of all interactions between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey , the brand touchpoints the customer interacts with , and the environments the customer experiences (including digital environment) during their experience.
All of the events experienced by customers before and after a purchase are part of the customer experience.
What a customer experiences is personal and may involve sensory, emotional, rational and physical aspects to create a memorable experience. Customer experience entails the consideration of every the impact of every touch point along a customer journey and different levels – such as rational, emotional, sensorial, physical, and spiritual.