According to, simply stated, customer experience is "The entirety of the interactions a customer has with a company and its products."

Ensuring your organization has a fully integrated Customer Experience Strategy is key to its ongoing success. The Customer Experience goes beyond simply measuring satisfaction at the transactional level, and considers the complete customer journey, ensuring multiple measurements are placed at key strategic points along the journey. Fox & Owl can assist your organization by leading a journey mapping exercise to ensure the entire journey is captured. We can then design a unique strategy that meets your specific needs.

Customer journey mapping is an exercise designed to capture multiple scenarios and customer types that interact with your organization. It follows the customer journeys through multiple departments and highlights where satisfaction measures exist and where these measures are missing. This allows your organization to put measures in place that will uncover both successes and areas requiring improvement.

Read more about customer experience strategy on our LEADERSHIP RESCUE blog.


Here is an informative article on customer experience management and why it matters: