NXT CX BASH KENYA 2025
Customer experience, or CX, is a holistic account of customers’ perceptions that result from all their interactions with a business or brand, whether online or in store. Customer experience creates an emotional bond that helps companies build a competitive advantage by capturing more customers, deepening customer loyalty and increasing customer lifetime value.
CX differentiates a company and its value proposition from competitors based on human factors, such as how well the company’s customers feel they are understood, served, and treated. The goal of this differentiation is to form an emotional bond with the customer that maximizes the lifetime value of the customer, the ultimate profit the company realizes from each customer acquired. Strengthening their relationship with customers strengthens their bottom line. CXM can generate on average three times in returns to shareholders, according to McKinsey
According to industry analyst Gartner, two-thirds of companies compete based on customer experience. Research found that improving customer experience was voiced as the single most important driver of digital transformation. Nearly 65% of CX leaders anticipate larger budgets in 2025 for CX initiatives, according to Forrester.
Customer experience strategy should encompass all channels of customer engagement and communication, including;
- Traditional media messaging
- Social media messaging
- Digital experiences
- Direct contact including face-to-face contact
Join us at the NXT CX BASH KENYA 2025 to meet with the 50 CX Leaders that have a strong case & success story, an open-minded bunch of CX leaders that are exploring stronger technologies/solutions and of course the platform will be a ground-breaking one for business opportunities & meaningful conversations. This 4-hours "by invite only" gathering will spotlight the transformative strategies and trends necessary for CX Leaders to lead effectively in an innovation-centric CX-first world.
