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Customer experience.

How easy somebody finds your website to navigate can have massive implications for whether they take the action you want. Confusing navigation, convoluted journeys, and nonsensical forms will slow people down, frustrate them, and can ultimately drive them into the arms of your competitors.

But customer experience doesn’t begin and end at your website. It includes any customer touchpoint: email, social media, apps, ads. They all contribute to user experience.