The Customer Experience Pyramid or CX pyramid was first introduced by Gartner as a way to classify customer experiences based on their effect.
This Customer Experience Pyramid PowerPoint Diagram is a comprehensive visualization of the Customer Experience (CX) Pyramid structure, which is very efficient in not just optimizing individual interactions but also simplifying whole Customer Journeys.
The CX Pyramid has four Focus Areas that must be changed in an organization in order to create high-quality digital Customer Experiences at scale:
1. Strategy and Vision
2. Management of Talent
3. Business Operations
4. Technology
These factors are customer need, demand, value, and customer satisfaction. These factors can be related to the overall customer experience.
Customer needs are the human needs that must be satisfied by the customer's interactions with a company. In the pyramid, this is represented at the bottom on the bottom level.
Customer demand is the desire for a product or service. This is represented as the second level in the pyramid. The third level is the company's value to a customer. This is top-level in the pyramid. The level that the customer is satisfied with is represented as the midpoint in the pyramid.
The customer experience is the sum of all interactions with a company. This includes sensory input, customer relations, and customer expectations.