Customer experience is the interaction with the company, it's services across all online and offline channels. Anything that has your branding is representing you and your business - anytime, anywhere. 

Customers, wether it is the end consumer, an employee or a business, rarely understand or care how much work and complexity is behind the scene, and why should they? - they are customers and expect to receive great experience interacting with your services or products. If they like it, you get a 5 star rating. 

My  job is to design that type of service and experience for the end customer, consumer,  employee and servicinf staff,  bridging People, Process, Technology and Compliance. No matter how complex it is.