Chapter 11 – Customer Experience (CX)

people sitting around a table with a large piece of paper that says 'the customer' and includes a lot of customer-centric communication icons like phone, email and others

Chapter Resources > Chapter 11 (Overview Page) > Customer Experience (CX)
(Also in Chapter 11: Interaction DesignUser Research | Information Architecture | Content Strategy | Content Writing | Technical CommunicationHuman FactorsVisual Design |  Accessibility | Service Design | UX Strategy| Intersections)

Thank you to Kerry Bodine for writing this section in the book and for providing the initial set of resources for this page. Check out Kerry’s new book Outside In: The Power of Putting Customers at the Center of Your Business as well as Kerry’s blog.

Related Hashtags

To find people talking about customer experience on Twitter, look for these hashtags: #CX, #custexp, #CEM, #CXO, #VoC, #NPS, #journeymapping Job Trends by Year

customer experience Job Trends graph

cx Job Trends graph


Other job titles that may involve customer experience work: customer experience specialist/analyst/consultant/manager/director, voice of the customer manager/director, chief customer officer, chief customer experience officer

What other links and resources should go here?

Please let me know what great resources should go here by sending an email to

Image: Rawpixel /