An experience is defined as “the process of doing and seeing things, and of having things happen to you. ”
While the terms “UX” and “CX” may sound similar, the technicalities within the experiences they offer for clients differ greatly. User experience falls into a subcategory of customer experience, it’s included in the overall experience the customer has while interacting with your company or product (CX).
“ UX is all about what the user experiences while interacting with your product.” (Click to Tweet)
User experience is measured though metrics which include error rate, success rate, and clicks to completion. A good digital UX provides the user with the ability to easily complete a desired task or access information quickly. The digital design should also be aesthetically pleasing, and easy to navigate, as no one wants a complicated and ugly design experience.
CX includes all of the customer’s experiences with your company as a whole. From customer service, to a specific app, customer experience focuses on how the customer feels while interacting with your firm. A good customer experience means providing the customer with a pleasant interaction with your company’s representatives. Representatives who are eager to solve the clients’ problems immediately and efficiently. CX is measured through a customer’s likelihood to continue using the company or product.
Both CX and UX could not succeed without one another. If the user experience includes a seamless design, but the customers have a negative experience with your company’s staff, your product might not succeed, and vice versa. A company cannot function if there is a hole in the UX design or in the customer experience.
Customers want to experience the whole nine yards, and an experience is just what you should strive to provide.