Circle This Date And Celebrate: Customer Experience Day Is May 15

Forbes

12-05-2025

May 15th is Customer Experience Day.
A driving force determining business success in today's market is the quality of experiences we create for our customers. This is why it's so timely that May 15 has been designated as a new holiday, Customer Experience Day, designed to pay tribute to the actual people and practices that turn standard business interactions into relationship-building engagements.
This is right in my wheelhouse as CEO of Nextiva, where we offer a unified customer experience management platform (UCXM). But even if your business's product or service isn't as clearly related to customer experience (CX) improvement, your business will still benefit from committing to (and obsessing over) building a Customer Experience-First organization and culture to thrive.
Make How Your Customers Feel the End Goal of Technology
This moment in time is critical for the customer experience. We are sitting at the intersection of many new technologies, including artificial intelligence, automation, and digital channels. These have the potential to change the very nature of business. But in this rush to use tech to transform, some leaders are actually doing the opposite. They're using new tech to actually diminish the human experience that their customers have expected and enjoyed, which is, to my mind, exactly the wrong direction and approach.
My experience has taught me that it's never just the product or service you're selling that gives the biggest competitive edge in the marketplace. Rather, it's how you make customers (and prospects) feel all along the arc of their experience with your brand. Most companies today at least nominally understand that delivering on customer experience has value. But only a select few are actually focusing on it as much as they should be.
The Economic Impact of Exceptional Experiences
Being customer-centric isn't just a pleasantry; it has an extremely strong business case to make. Multiple sources support the following numbers.
These are not just mesmerizing numbers. They depict the predicted—and predictable—outcomes of spending money to better the customer experience. What these numbers suggest is that investing in the customer experience can lead to the following outcomes: improved customer loyalty and engagement and greater company revenue.
Recognition Where It's Due
The main reason for having a Customer Experience Day can be summed up in one word: tribute. It is, in essence, a day for honoring those active in and committed to the customer experience discipline. These are the support agents in the customer service frontlines, the user experience (UX) designers, and the leaders and executives in the part of every organization that faces the customer, who set the kind of tone that makes a customer-first philosophy pervade all parts of their company.
The way I see it, the effect of these professionals goes far beyond the individual customer interaction. In many respects, they are the company's first line of defense, governing its reputation, steering its growth, and embodying its values in the marketplace.
Beyond Reactive Service
Customer experience goes beyond yesterday's organizational acceptance of reactive customer service. Today, getting it right means getting it right in every channel, round the clock—and moving from a reactive approach to anticipating every customer's needs.
To make this happen requires the contributions and focus of people throughout an organization. Engineers, finance people, technical and operations teams, frontline associates, and more all have a hand in shaping how customers feel about the brand.
Making It Meaningful
With Customer Experience Day coming up soon, I urge companies to contemplate the possible implications of the day and become involved in its success in as many of the following ways as they can.
The Path Forward
I see May 15 as an event—a moment in time, really—that offers a chance to discuss and take action related to the creation of superior customer experiences, day in and day out for the rest of the year.