Customer experience is the overall personal impression, or the perceived value customers have of the sum of their interactions with an organization, brand, or product. Customer engagement is about communicating with your customers, growing the relationship over time, and gaining customer loyalty.

While customer experience and engagement are different, perceived value and engagement boost brand experience, provide valuable customer feedback and increase customer trust and loyalty. Satisfied customers are more likely to recommend an organization, brand, or product to someone else, eventually becoming brand advocates.