The Distinction Between UX and CX: Nobody talks about UX: or what we should instead call User and Customer Experience
- hagai toister
- Aug 9, 2024
- 2 min read

The terminology of UX and CX can be often used in general interchangeably, although they represent two different concepts in the field of product and service design. These differences mean a lot especially for the businesses that wish to witness a change in their overall client satisfaction and retention.
UX vs. CX: Main Distinctions
1. Scope:
- UX, on the other hand, is concerned with a user’s experience with a particular good or a service.
- CX is the implemented concept that covers interactions that a customer has with a brand at various points of contact.
2. Timeline:
- It is largely focused in managing the tactful transactions and usually involves first- and second-order interactions.
- CX sees the big picture of the loyalty between a customer and the brand in question.
3. Metrics:
- In this case UX usually involves quantifying usability, effectiveness and user satisfaction with a product.
- In CX, there is the determination of the brand image, customer loyalty, and even the value of a customer over the bond.
4. Ownership:
- Typically, UX is the domain of design and product divisions in an organisation.
- CX affects many departments, such as marketing, sales, and customer service, of an organization.
Examples:
1. E-commerce Website:
- UX: The simplicity with which a buyer can search for a particular product and then indeed purchase it was appreciated.
- CX: A combination of the social communication process that shoppers go through in the course of making purchase decisions from the moment of first contact with the brand and the attendant marketing stimuli in the course of the shopping process up to the time the customer receives the product to the times that follow when there may be need for follow-up consultations or services.
2. Mobile Banking App:
- UX: Ease of use of the app, particularly, the simplicity of the app design, speed, and how easily the different functions of the app can be accessed.
- CX: Customer transaction with the branch and staff, inquiries, complaints, how the application complements other services provided by banks.
UX and CX are two pillars that, by being managed and enhanced, can make the user and the customer happier and help the business establish long term cooperation with consumers.
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