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CX vs UX – Difference Between Customer Experience vs. User Experience

Last updated: 05.08.2022
Author: Marko

CX vs UX. If you’re not sure about the difference between customer experience and user experience, you’re not alone. A lot of people don’t know the answer to this question. In this article, we will break down the key differences between customer experience and user experience so that you can understand them both better. Once you know the difference, you can start working on improving your company’s CX and UX.

Customer Experience vs User Experience

CX is all about the perceptions and feelings of your customers. It’s how they feel when they interact with your company, whether it’s through your website, social media, or in person. UX, on the other hand, is all about the interactions that take place between a customer and your product. It’s how easy it is to use your product, how satisfying it is to interact with it, and how well it meets their needs. 

What Is User Experience?

User experience is the process of designing products that are easy and enjoyable to use. It’s about understanding how people interact with your product and making sure their needs are always considered. Good UX makes using a product an effortless and satisfying experience. 

Learn more: The Importance of User Experience

What Is Customer Experience?

In the CX vs UX design comparison, the former is the sum total of all the interactions a customer has with your company. From the moment they first hear about you and your product/service, to the time they make a purchase and even after they’ve become a customer, every interaction counts. It’s what determines whether or not customers will come back and recommend your product/service. 

Learn more: What Does CX Mean

UX vs CX Optimization Scope and Goals

Both CX and UX are important for businesses, but it’s essential to understand their individual goals to create an effective strategy. Learn about the differences between UX and CX optimization and how to set your business goals accordingly.

Customer Experience Optimization

Customer experience optimization (CXO) is the process of improving the customer’s perception of their interactions with a company. It can be done through surveys, interviews, focus groups, etc. The ultimate goal of CXO is to create a loyal customer base that will continue to do business with you. 

User Experience Optimization

User experience optimization (UXO) is the process of improving how people interact with your product/service. By optimizing your user experience, you can increase loyalty, satisfaction, and sales. UX optimization is a process of discovery, vision definition, planning, strategy, implementation, measurement, and iteration. 

User Experience vs Customer Experience Professionals 

UX and CX jobs are in high demand, and for a good reason. Both types of professionals are responsible for making sure that customers have a positive experience with your product or service but how do they differ? Let’s find out. 

What Does a CX Professional Do?

They do everything! From creating policies and procedures to designing customer surveys to managing social media accounts, CX professionals are responsible for every aspect of the customer experience. And thanks to the ever-growing importance of CX, this is a field that is sure to continue to grow in years to come.

What Does a UX Professional Do?

A UX professional is someone who specializes in making sure that the products they work on are easy and enjoyable for users to interact with. They work on everything from the initial design of the product to making sure that it’s easy to use and navigate, all the way through to the final stages of development.

Learn more: What Does a UX Designer Do

Customer vs User Experience Testing 

Do you know the difference between CX and UX testing? Most people don’t realize there is a difference at all.

User Experience Testing

UX testing is the process of measuring how well a person can use your website or product. By identifying and correcting any usability issues, you can improve the overall user experience and increase customer satisfaction. This is usually done through a mixture of user testing methods, such as surveys, interviews, card sorting, and observation.

Customer Experience Testing

CX testing is all about the customer’s experience with your product or service. How does it make them feel? What emotions does it evoke? CX testing aims to test a variety of material and digital products as well as services that span numerous online and offline points through the customer’s journey.

CX vs UX Metrics

Learning about the differences between CX and UX metrics will help you tweak your business strategy. Both are important in understanding different aspects of the customer journey.

User Experience Metrics

UX metrics are a way of measuring how well your product is performing from the perspective of the user. By tracking these metrics, you can make sure that you’re constantly improving the user experience and meeting their needs. UX statistics show that some of the most used metrics for UX are satisfaction, recommendations, usability, ratings, user tasks, and product description.

Customer Experience Metrics

Do you know how your customers feel about their experience with your company? Measuring CX metrics is the only way to find out. Some of the most important metrics for CX are customer effort score, net promoter score, retention rate, satisfaction, churn rate, and first contact resolution.

UX vs CX Design Target Audience 

As you can imagine, UX and CX target their own audiences. So let’s take a look at the difference between UX and CX target audiences.

Target Audience in UX

Those usually include customers that need some digital product, like a website or application, created or redesigned. Professionals such as UX design companies, therefore, focus the most on whoever will be using the specific product or service. 

Target Audience in CX 

A CXer’s target audience often includes consumers with purchasing power. As a result, a lot of CX designers work for retail outfits and hospitality organizations. 

CX vs UX Overlap

CX and UX are not mutually exclusive — in fact, they should work together to create a seamless experience for your customers. You might be asking yourself how do they overlap? Well, when a user has a great experience with some product, it’s most likely that they’ll have a positive image of the company. If the customer experience is outstanding, the user will probably go through and interact with other products or services offered by the company.

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