It is easy to get confuse customer experience (CX), and user experience (UX). “Customer Experience” and the “User Experience”. These two sound very similar, right? Both roles seem to be identical, but they both deal with the experience of using or buying a product or service. In reality, however, they refer to very different roles. Confused? Don’t be! This is why we created this guide. We have created a guide that explains the meanings of the terms UX/CX, as well as the processes and professions associated with them.
Table of Contents
What is User Experience (UX), and How its work?
The original inventor of the term, in 1994, said that user experience was used to describe the entire user’s experience with a product. As the tech industry evolved, UX became more specific and is now used to describe the usability of a product.
This term is closely related to UI (user interface) and is used most often with software or other products that have a digital interface.
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What is Customer Experience (CX), and How its work?
Customer experience was first introduced in an essay written by Lou Carbone. by contrast, all interaction’s that a person has about your brand. It can be measured by the overall experience, likelihood of continuing use, and likelihood of recommending your brand to others. UX is a part of a larger CX. However, CX includes aspects that are not related to a product.
What are differences between UX and CX?
Keeping that in mind, there are other differences (very general):
- CXers are more likely to have a marketingbackground than UXers, who can come from many backgrounds. Technical, design, and psychology.
- CXers focus mainly on increasing revenues through advertising, improving customer services and creating a stronger brand. These are all things UXers know, but they focus on usabilityas their primary means of getting there.
- CX considers the entire experience, including all channels, while UX is more focused and tends to be specific.
- CX was traditionally used in hospitality and retail industries. They would use ideas like service mapping and customer loyalty program’s. UX, however, is more commonly used to refer to digital product’s.
- CXers survey large numbers of people to find out what they think about a product or service. UXers, on the other hand, place greater emphasison getting to know small groups of people very well.
- CX designer’s deal with large numbers of users and customers, while UX designer’s focus on specific user groups or personas.
- CX designers work with many touchpoints such as websites, mobile interactions and advertising. They also deal with customer service and support. UX designers also deal with customer interactions, but they are more focused on one product.
- UX success is measured by the ease and quality of product use. CX focuses on customer retention, repeat business rates and reviews.
What are similarities between UX and CX?
Both disciplines place people and research at their core when the chips are down. This allows them to deliver better experiences and increase profits while simultaneously enhancing value.
We are also entering the Omnichannel world, where customers expect seamless experiences across brand websites, apps and physical stores. The internet-of-things is becoming a part of daily life and the two disciplines should not be considered separately.
Lowes InnovationLabs demonstrated how to DIY with a Holographic Headset – The HoloLens. This resulted in a 36 percent higher recall rate than when the customer watched an instructional video. This is traditionally covered under CX. The HoloLens, being a piece or technical equipment, could fall under UX.
Companies are increasingly hiring tshaped people with a wide range of skills. UXers who are able to see the bigger picture will be more successful than those who don’t.
What are UX Goals?
Many of the goals and responsibilities of a UX Designer revolve around the usability or the product. Some examples of these goals are:
Create a seamless, intuitive, and smooth user experience
Many people use digital interfaces and software products, even though they don’t understand how they work. Designers must create products that are intuitive and easy to use by all users in order to create a great UX.
Understanding the User’s Expectations and Needs
Sometimes the creator’s intentions and the users’ expectations are not in line. Designers aim to understand the needs of the user through research and testing.
Reduce User Effort
KISS (keep It Simple and Simple) is a UI design concept that emphasizes the importance of simple interfaces. To keep customers satisfied and returning to your products, it is important to reduce the amount of time and effort that your product takes to make them happy.
Accessibility
The potential audience for a product is broadened by making it accessible to as many people as possible.
The User Should Have Control
UX is about making the user feel in control and not being shut down by unintuitive menus or interactions.
Satisfaction of the User
Our primary goal is to please the customer by providing a simple, fun, and quick product.
What is CX Goals?
CX designer’s are expected to improve customer satisfaction and increase retention. This is how it looks in practice:
Assuring that customers have a pleasant brand interaction across all touchpoints and platforms
This includes overseeing advertising campaigns, social-media campaigns, customer service, packing and delivery as well as user manuals and tutorials.
Improve Customer Satisfaction
A CX designer will help you achieve this goal by improving the areas listed above and making sure that no part of your buying process affects the product’s quality.
Increase Customer Retention and Customer Value Over Time
Customers who are satisfied with their first purchase will likely buy again from the company if they are happy.
Reduce Churn
CX departments strive to minimize cancellations for products and services that include subscriptions or memberships.
Customer loyalty can be increased
CX designers can create a positive customer experience and build customer loyalty.
Can CX and UX work together?
While they may overlap, UX/CX are different and work in different areas to increase customer satisfaction. UX is focused on creating a quality product. CX creates a quality service that sells and delivers the product.
Which is more important, CX or UX?
These areas are crucial for businesses to grow, improve and increase their profit. A new company might prioritize the usability of their product over the purchase experience.
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Conclusion.
While there are some differences between CX & UX, they will only get closer as technology integrates more into our daily lives. You can improve your performance and be ready for the inevitable integration between UX and CX. Collaboration is essential for all areas of an organization to ensure that customer touch points are friction-free, optimised and go beyond what is offered by other companies.
Ui UX design services
Our Ui ux design services help you improve your user’s experience and let them enjoy checking out your website or application. We help make your interfaces more user-friendly and efficient. ui/ux design services can also help you gather valuable feedback from customers to improve your product or service.
