the 2017 CX report:

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Why CX?

Bottom line – it dramatically improves return on investment

We shouldn’t spend all our resources acquiring customers, but delighting them.

  • Happy customers stay longer.
  • They buy more.
  • They’re less price sensitive.
  • They recommend you, free of charge.


Ultimately, how they feel about you will be your differentiation.

But beneath the bottom line is this:

We can spend less of our day buried in impersonal processes, and more of it making people feel good.