We like buzzwords.
But you need to define it for your organization.

Customer experience begins with understanding your customer’s expectations. Sometimes it is understanding those expectations even before the customer knows exactly what they want.

To drive customer experience, organizations need to begin by understanding who they are currently, as well as who they aspire to be. They need to know themselves completely. Then they must figure out how to make those two identities collide to deliver an experience that consistently delights current and prospective customers.