Our topic today is something different; it is about User Experience (UX) vs Customer Experience (CX). Some people may see it difficult or get confused. Therefore, in this article, we are going to discuss and tackle in detail User Experience (UX) vs Customer Experience (CX).
User Experience (UX)
- User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like success rate, error rate, abandonment rate, time to complete the task, and clicks to complete.
- User experience (UX) concentrates on having a deep understanding of users, what they need, what they value, their abilities, and also their limitations. It also takes into account the business goals and objectives of the group managing the project. UX best practices promote improving the quality of the user’s interaction with and perceptions of your product and any related services.
- Organizations have started to realize how important their customer’s impressions are of their brands, and they know that designing a great experience is the best way to build trust and loyalty. In addition to that, as the standards for good UX continue to grow, users are getting used to better experiences and becoming less tolerant of bad ones.
And that means the practice of UX is expanding. Initially, UX was focused on primarily digital experiences but quickly branched out into the physical world as well.
- User Experience Design is often used interchangeably with terms such as User Interface Design and Usability. A UX designer is concerned with the entire process of acquiring and integrating a product, including aspects of branding, design, usability, and function.
Customer Experience (CX)
- Customer Experience (CX), on the contrary, includes all the interactions a person has with your brand. It may be measured in: thorough experience, likelihood to continue use and likelihood to recommend to others. In essence, UX is part of a broader CX, but CX contains some aspects outside of a product that UX does not.
- Customer Experience (CX) has a wide scope and in general deals with all the interactions that a person has with a brand. Therefore CX is an umbrella that goes beyond UX since it includes some aspects outside of a product interaction that UX does not cover.
- Customer experience (CX) refers to a customer’s experience with a company or brand, at all touchpoints. CX design focuses on creating an optimal experience for customers at all such touchpoints.
- Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. Interaction can include awareness, discovery, cultivation, advocacy, purchases, and service.
- Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.
In fact, a comprehensive study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal trustworthy advocate.