Are user experience (UX) and customer experience (CX) the same? The answer to this can be both yes and no.
UX and CX are both relevant and crucial for a company’s growth, and yet it is still unclear as to how different both really are. Let us review the known concepts in this area to help you determine which is more important to your business, UX or CX.
**Difference between UX and CX**
There are similarities between the concepts, but they are not interchangeable. UX is a very specific entity within the CX concept that involves product use and site use. CX deals with touchpoints like mobile, web, brochures and pamphlets, and human contact (service and support) on a regular basis encompassing end-to-end customer interaction.
**Varying Scopes of UX and CX**
The end goal for both UX and CX is the relationship between user/customer and the company across their lifetime, which can be defined at three different levels:
- Interaction level: Reflects on a single person’s experience for a specific task using a single device.
- Journey level: Captures the person’s experience using multiple interaction devices and channels as he/she works to accomplish a single goal.
- Relationship level: Refers to all interactions between the person and the business through the entirety of the customer relationship.
**Why Is UX Important?**
The good user experience should provide customers with the ability to find specific information easily and quickly. It is the sum of all your end-users’ perceptions like emotional satisfaction, quality of the relationship with the product, efficiency, and effectiveness.
UX process is, however, important for all digital products. The best of the website designs don’t get a look back if it’s not easy to navigate or doesn’t offer a pleasurable experience. UX becomes vital since users don’t spend more than a few seconds to decide if the experience is worth their time.
**Why is CX Important?**
Just meeting a customer’s expectations isn’t enough. Ideal customer experience must involve evaluating and reacting to customer’s interactions and designing the perfect system that is pleasant, helpful and positive which increases customer satisfaction, advocacy and loyalty.
Showcasing the product as unique and differentiating the service with a great customer experience design research helps gain a competitive advantage over just increasing your sales. After all, studies show that 86% of customers are willing to shell out more for a better quality CX.
**Know Your Worth**
Ultimately, it’s what you want to provide your customers with- an experience or just a sale. User experience is the foundation of an excellent CX. Both the fields are very much interlinked, and one isn’t more important than the other.
CX and UX professionals have complementary skills and should be working closely together. UX deals specifically with the product and not as much with the customer. CX, however, addresses multichannel interactions that users have with your business. CX needs to be consistent at all online and offline touchpoints.
It’s not important to focus on whether to use the term UX or CX, because they tend to mean the same when you have the correct interpretation. Instead, it is important :
- To understand the varying scopes of the experiences and work towards optimizing the same at all levels.
- To ensure that the use of both terms is consistent throughout the organization to minimize misunderstanding and friction.
It ultimately is entirely about finding the right balance that should work towards progressing your business. Neither of the two areas is essentially more relevant than the other.