Definition
Broad discipline that encompasses the customer's holistic experience with a brand or product across all touchpoints (physical, digital, human) and over time. It goes beyond UX (interface) to include advertising, discovery, purchase, use, support, repurchase, and advocacy. Iconic metric: NPS.
Relationships
types-of / more specific
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Concepts linked to this one by a real relationship in the glossary. Hover over each one to see why it's related.