What is a customer experience specialist?

A customer experience (CX) specialist is a professional who optimizes every touchpoint within the customer journey. From the initial point of contact to post-purchase support, CX specialists focus on the physical and digital interactions each client has with an organization. 


Additionally, CX professionals are typically responsible for implementing new CX-oriented technology. Whether that’s a new CRM, an AI-powered support solution, or updated POS software, keeping up constantly-evolving CX tools is a critical part of the role.