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What is Customer Experience (CX) and Why Do You Need an Expert in Customer Experience?
Customer Experience encompasses all the positive feelings customers have toward your brand. It’s not just about whether they like your products, but includes impressions at every touchpoint—from first discovering your brand to making a purchase decision and post-sales service. What makes for good Customer Experience? According to CX experts, it covers online interactions, in-store service, and every contact point customers have with your brand. Managing this effectively requires both an accurate Customer Relationship Management (CRM) system and dedicated Customer Experience specialists to care for customers at all touchpoints.
CX is a critical factor for sustainable business growth, emphasizing both quality products and caring service. Why is this so important?
- Customers become true fans of your brand
- Satisfied customers return for repeat purchases and refer others
- Your business grows steadily with a strong customer base
- You outperform competitors because customers feel special when they choose you
According to Gartner, 89% of businesses worldwide compete primarily on customer experience, and Statista found that customers are willing to pay more for impressive experiences.
Key Elements in Creating Customer Experience: Insights from CX Experts
Businesses that partner with an expert in Customer Experience understand that creating compelling customer journeys requires strategic planning and a precise marketing mix. Leading CX experts recommend focusing on these main components:
- Deep customer understanding – Using Customer Insight is key to knowing what customers want and expect from your brand
- Personalization – Creating marketing that addresses each customer’s specific needs, not a one-size-fits-all approach
- Accessibility – Making it easy for customers to contact you through any channel
- Consistent quality – Maintaining excellent service standards consistently
- Creating memorable impressions – Making customers feel good, excited, or impressed with every brand interaction
Good customer experience management requires a systematic approach guided by dedicated CX experts. Many businesses choose to use Enterprise Content Management Systems (CMS) alongside advice from an expert in Customer Experience to help control information and content communicated to customers across all channels.
Leading Agencies with Expert in Customer Experience Services for 2025
1. Cipher
Cipher Co., Ltd. is a leading IT Solution and Digital Marketing company that has experienced rapid growth in the industry. Starting as a software development company for Thailand’s leading corporations, Cipher has evolved into a leader in Online Marketing and has become a partner with HubSpot, a world-class Online Marketing company.
Cipher’s key strength lies in its solid foundation as a software system developer, ensuring that every project delivers high quality with robust security systems. With extensive experience in managing and developing systems for numerous national leading brands—including Websites, E-commerce, Applications, Online Marketing, Inbound Marketing, and Social Media Management—we understand the requirements and professional methods for online management across all formats and channels.
Furthermore, our carefully selected quality team of experienced professionals is ready to provide consultation from strategy planning through implementation, enabling our clients to stay ahead of competitors in the online business world and communicate precisely with their target consumers’ needs.
2. GVN Marketing
GVN Marketing is a leading digital marketing agency in Thailand with certified experts in Customer Experience who have received numerous awards. They are recognized as one of the top three digital marketing agencies in the country with CX experts that truly understand the local market. They have a 100% Thai team graduated from leading universities with diverse professional backgrounds in customer experience management.
GVN Marketing focuses on data-driven analysis and strategy, with a high customer retention rate of 97%. Through their systematic and transparent approach, they help brands understand and respond to customer needs with precision.
3. Primal Digital Agency
Primal Digital Agency, based in Bangkok, has over 9 years of experience running successful digital marketing campaigns. With a professional team of more than 70 people, they have launched over 5,000 campaigns while staying true to their core mission: creating digital solutions that deliver real results.
Primal excels in creating customer experiences through in-depth data analysis and using cutting-edge technology. They understand that good CX isn’t just about satisfying customers but creating lasting impressions and long-term relationships.
4. Digital Agency Bangkok Co., Ltd.
Digital Agency Bangkok has a deep understanding of Thailand’s digital landscape, enabling them to help businesses achieve their goals effectively. Their services range from digital strategy and website design to online marketing.
They prioritize creating experiences that exceed customer expectations by focusing on understanding the needs and behaviors of Thai consumers to design meaningful and memorable engagement.
5. Grey Alchemy
Grey Alchemy specializes in brand positioning, e-commerce development, and comprehensive social media management. Clients appreciate their team for creativity and systematic project management.
Grey Alchemy’s strength lies in their ability to seamlessly blend art and strategy, making brands memorable and driving real sales. They understand that the essence of good CX is impressing customers and building brand connections at every touchpoint, not just during transactions.
6. MOST 2414
MOST 2414 is an agency with dedicated CX experts that helps businesses unlock digital marketing strategies and enable exceptional digital brand experiences. They are committed to elevating digital marketing agencies from general service providers to trusted partners with expertise in Customer Experience for mutual growth.
The MOST 2414 team is agile, flexible, and friendly, focusing on supporting and driving their clients and target audiences through the digital marketing journey. They believe in the power of combining data and creativity to connect people and brands.
7. Inspira Digital Agency
Inspira Digital Agency is a Bangkok-based digital agency committed to helping SMEs and large organizations showcase the true value of their products. Whether you have experience in the digital space or are just starting, they have the expertise and strategies to grow your brand and drive real results.
They create tailored marketing solutions for each business, from websites that convert visitors into customers, SEO that helps customers discover your business more easily, to creating engaging content and action-driving advertisements.
8. ANGA Digital Agency
ANGA is an agency trusted by marketers across all industries. Their team excels in both organic and paid campaigns, as well as generating high-quality leads targeted to specific audiences.
ANGA’s strengths include proactive thinking and systematic work. Clients trust them to smoothly manage complex digital projects, along with friendly and attentive service. They employ new social media marketing principles that not only focus on sales but also build long-term relationships with target audiences.
9. Morphosis
Morphosis is a team of CX experts specializing in UX strategy, Design Thinking, UX research, product design, and development. Their expert in Customer Experience approach helps organizations scale, adapt, and create new revenue streams through user-centered design principles.
Morphosis’s standout feature is their focus on user experience, which is a crucial part of overall Customer Experience. They understand that creating easy-to-use and satisfying interfaces helps increase customer satisfaction and leads to greater engagement.
10. Wisesight
Wisesight started in 2007 with the growth of social media in Thailand. With over 14 years of experience, they have become leaders in collecting and analyzing social media data in Thailand. Customer Insight is Wisesight’s strength, able to gather data from social media and analyze it to understand consumer behavior and needs deeply.
Wisesight offers various tools and solutions for customer retention through Customer Experience, such as Warroom, a customer relationship management system that helps brands respond to customer needs quickly and efficiently, and Omnichannel Solution for comprehensive CRM Marketing, helping businesses understand and create experiences that resonate with customers.
Why Your Business Should Partner with CX Experts and an Expert in Customer Experience
Partnering with a Customer Experience agency offers numerous benefits for your business:
- Developing responsive media and platforms – Increases opportunities to reach target audiences and expand your business
- Working with CX experts is more cost-effective – Service providers with an expert in Customer Experience designation have specialized knowledge and expertise to efficiently manage complex digital tasks
- Gaining fresh perspectives and ideas – Agencies have experience working with various business types, giving them broader perspectives and the ability to present new concepts
- Efficient work with measurable results – Agencies work well under time and budget pressures, with clear performance measurements
- Quick problem solving – A partner who understands your business will help make operations flexible and fast, crucial for customer retention through Customer Experience that requires rapid response
Cipher's CX Experts: Services for Elevating Customer Experience
Cipher is a full-service digital marketing agency with certified experts in Customer Experience specializing in premium CX solutions. Their team of CX experts is ready to help your business differentiate and compete at a superior level through these core services:
1. Full-Funnel Digital Marketing
2. Digital System Design and Development
3. Content Marketing & SEO
4. Social Media Management
5. Analytics and Reporting
6. Expert Customer Experience Management
7. Omni-channel Marketing
Conclusion: The Value of an Expert in Customer Experience
In an era of intense business competition, retaining customers through excellent Customer Experience is the key to success. Working with CX experts will help your business stand out from competitors and build lasting customer relationships. According to Influencer Marketing Hub’s analysis of customer experience agencies, statistics clearly show that 72% of executives are investing in AI and technology to enhance CX because partnering with an expert in Customer Experience is not just an option but a necessity for businesses looking to grow sustainably in 2025.
Frequently Asked Questions
What is Customer Experience?
What does Customer Experience include?
Customer Experience covers all touchpoints between customers and brands, including:
- Experience from products and services – Product quality, features that meet needs, and good after-sales service
- Experience from interactions – Good feelings from talking with staff, convenient ordering processes, and easy payment methods
- Experience from all channels – Whether in-store, online shops, applications, advertisements, or various social media
