Apr 20, 2023

The DMI Guide to Customer Experience (CX)

Customer experience (CX) is one of those marketing buzzwords that has been gaining traction over the past number of years. However, it’s not just some new, fancy fad. In fact, CX is fast becoming a key focus for many marketers and business leaders. 

Put simply, CX refers to how customers experience your brand. It encompasses all customer interactions. This involves managing customer engagement at all touchpoints along the customer journey. As a result, it spans marketing, sales, operations, and customer service, and it works across digital and traditional business models. 

This 50-page ebook offers a comprehensive guide to CX, explaining:

  •      The value of CX for the organization
  •      Where to get started with CX
  •      How to develop, deliver, and implement a CX program for your organization. 

Throughout, you’ll find several best-in-class examples to inspire you!


  • Introduction
  • Chapter 1: What is Customer Experience (CX)?
  • Chapter 2: Starting Your CX Journey
  • Chapter 3: Building Your CX Program
  • Chapter 4: Strategic Considerations of Customer Experience
  • Chapter 5: Winning at CX
  • Conclusion

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Joe Wilde
Joe Wilde

Joe Wilde is an experienced marketer with over 20 years of experience in Digital Marketing, Education, and Business Development. He currently works in this area as a consultant, trainer, and mentor. Joe has worked across various organisations implementing digital marketing, CX, eCommerce and brand development campaigns for SMEs, educational institutions, and major brands, including Diageo, Heineken, GSK, Siemens, Red Bull and the Irish Department of Business, Enterprise and Innovation.

Joe is the founder and CEO of Dublin-based marketing agency Mac Digital.

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