Jitendra Vaswani

Customer Experience vs User Experience

In this article, we have featured Customer Experience vs User Experience. Nowadays, customer experience (CX) is a huge commercial concern. According to Forrester Research, clients that have a positive customer experience are willing to pay 4.5 times more.

Furthermore, they asserted that businesses that focus on providing excellent customer experiences grow at a considerably higher rate (5 times faster) than those who do not pay attention to this.

But what exactly is Customer Experience (CX) and how does it differ from UX (User Experience)?

When I studied UX Build with CareerFoundry, one of the most important lessons I took away was how to design digital goods with the least amount of friction – in other words, how to pleasure the user. However, the concepts and psychology that underpin user experience design may be applied to a wide range of online and offline contact situations.

This is when the ambiguity comes into play. At Customer 3.1, a two-day summit in Auckland focusing on customer experience, customer analytics, and digital experience, I was astonished to see experts themselves conflate the terms user experience and customer experience.

One of the speakers at the event told me that the terms user experience and customer experience can simply be used interchangeably, which appears to be the case in Australia and some other parts of the world.

Customer Experience vs User Experience

What is the meaning of user experience (UX)?

Customer Experience vs User Experience

The user experience is concerned with the people who are directly involved in the use of a certain product or service. Most of the time, the product is a smartphone application, a website, or some form of software.

Some firms, on the other hand, may employ user experience designers to assist in the development of non-digital goods as well. However, regardless of whether the product is an interface or the latest model toaster oven, user experience (UX) focuses only on the usefulness of the product.

When designing user interfaces, UX designers consider factors such as how fun it is to use a given service or how naturally someone can learn to use a product. Information architecture, visual hierarchy, navigation, and learnability are some of the topics that are at the forefront of the user experience design process.

What is the customer experience (CX) and how does it work?

Customer Experience vs User Experience

Customer experience, often known as CX, is a much broader concept that incorporates all of the interactions a customer has with a company’s various departments and divisions, as well as with a specific product within a brand or a specific service they provide.

In this approach, customer experience (CX) can be thought of as an envelope around the user experience. Different firms use customer experience designers (CX designers) to study and assess how customers feel about their brand as a whole, as well as to improve how customers interact with them.

When measuring customer experience, companies look at factors such as advertising strategy, brand reputability, customer service, pricing, delivery methods and product usability, as well as the overall sales process to determine success.

Differentiating Scopes and Why They Are Important

If you look at the relationship between a person and a corporation over the course of that person’s life, you can categorize the user’s experience into three categories:

The single-interaction level, depicts the experience a person experiences while interacting with a single device in order to complete a certain task.

The journey level, captures the individual’s feelings and experiences as she strives to achieve a goal (possibly using multiple interaction channels or devices in order to do so)

The relationship level, which refers to all of the interactions that take place between a person and a corporation over the course of a customer relationship, is defined as follows:

Each level has its own set of requirements for delivering a successful user experience, and these can be rather varied.

Level of Interaction

In most cases, the interaction-level experience (IX) is what is considered the primary focus of UX, and it is focused on designing the experience of a single interaction that a user has with a company in order to complete a task.

The majority of user experience designers work at the interaction level, which means they create the interface for a website or an application.

However, the interaction-level experience does not have to be limited to digital channels; it may also be applied to physical channels. Interactions such as the following are examples:

  • Obtaining assistance over the phone
  • Obtaining money via a teller window in a financial institution
  • Making a claim using the website of an insurance provider
  • Each of these interactions entails a distinct experience that represents only a small portion of the overall connection between the client and the business.

At the level of the interaction, we design in accordance with channel-specific concepts, standards, and patterns.

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Conclusion: Customer Experience vs User Experience

You should have gotten the impression that while UX and CX both strive to be obsessively focused on the consumer, the professions of UX and CX take a distinct approach to the work.

Customer-centricity is a goal that is always evolving. There may be another word to fill in the spaces left by CX five years from now, or even sooner.

While our ultimate goal of putting the client first will stay constant, the circumstances in which we achieve that goal and the methods by which we do so will vary over time.

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