CX Institute Resources: CX Foundations


This page contains resources that complement the CX Institute online training module: Customer Experience Foundations. You will also find numerous other valuable content on this blog.

What Is Customer Experience?

Customer experience is defined as…

The perception that customers have of their interactions with an organization.

Customers’ perceive of an interaction through lens of three areas:

  • Success: Degree to which customers can accomplish their goals
  • Effort: The difficulty or ease in accomplishing their goals
  • Emotion: How the interaction makes customers feel

Here’s a short video that discusses the fundamentals of customer experience:

The Six Laws Of Customer Experience

Just like the three laws that govern all of physics, there are a set of fundamental truths about how customer experience operates. And here they are, the 6 laws of customer experience:

  1. Every interaction creates a personal reaction.
  2. People are instinctively self-centered.
  3. Customer familiarity breeds alignment.
  4. Unengaged employees don’t create engaged customers.
  5. Employees do what is measured, incented, and celebrated.
  6. You can’t fake it.

Download this free eBook: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers

Here’s a short video overview of the Six Laws of CX: