How Has the Definition of "Good Customer Experience" Evolved From 2020 to 2025?
16 Apr 2025
The definition of "good CX" has undergone a significant transformation. In 2020, companies focused primarily on response time and resolution rates. By 2025, good CX is defined by proactive service, where AI predictively addresses customer needs before they're expressed. We've moved from reactive satisfaction to proactive delight, with success metrics shifting from NPS and CSAT to Customer Lifetime Value (CLV) and Customer Effort Score (CES). Companies now compete not just on addressing problems efficiently, but on creating memorable micro-moments across the entire customer journey.
