WPP BAV’s Super CX launch. September 14th @ 3pm (BST)

Customer Experience (CX) is the outcome of every interaction a  customer has with a brand. It  includes the moment of usage: the
product has to work, of course. But it’s much more than that. CX includes how quick and easy a web site is to use, the attitude of
store staff, a brand’s advertising, its packaging, delivery and return policies, and expectations based on pricing. It’s where the customer compares their expectations with reality; where they make a complex, in-the-moment assessment of everything a brand has promised,
and what they actually got. As Warren Buffett famously said, when tide goes out, you can see who’s been swimming naked. CX is the tide going out. It’s where brands delight or disappoint the customer – and then fly or fail as a result.