If you’ve heard the terms CX and UX thrown around in your business, but aren’t quite sure what they mean, then you’re not alone. We’ve had many hiring teams ask us to clarify the difference. They’re two very important concepts related to customer experience and user experience respectively, and understanding the difference is key to making your business successful.
These two functions are important to any business serving customers – from professional services to hospitality to advertising services to healthcare. Customers and users can be individual consumers or other businesses. CX and UX are important to any company interacting with a buyer, no matter if it’s a person or a company.
Let’s dive into the details of CX and UX below.
What is Customer Experience (CX)?
Customer Experience (CX) is an umbrella term that refers to how a customer feels while interacting with a product or service. It encompasses everything from initial contact with a product or service through the entire process of using it. This includes marketing, pricing, customer service, product design, delivery, installation, and more. The goal of CX is to create an overall positive experience for customers so that they come back for more in the future.
A solid customer experience is at the heart of what drives brand loyalty and customer referrals. From Forrester, “CX becomes crucial for brands to survive, for them to avoid disintermediation, irrelevancy, blandness, and/or cluelessness about customer sentiment.
CX Professional Snapshot
Here are some quick facts on CX professionals. Note that these are not hard and fast rules, but trends we see across industries.
- Focuses on the entire customer experience across all brand channels
- Typically has a marketing background
- Prioritizes growing revenue by improving customer service, decreasing internal costs, conversion optimization, improving efficiencies using data and ultimately creating a stronger brand
- Frequently a term used in service-related industries including professional services, hospitality, retail, and more where service mapping and customer loyalty schemes are critical.
What is User Experience (UX)?
User Experience (UX) focuses on creating a great experience for users when they interact with a product or service online. It looks at things such as website design, information architecture, user flow and usability of the product or service. The goal here is to make sure that users have a smooth and enjoyable experience when using the product or service online – from signing up to completing transactions – so that they are likely to return again in the future.
Thoughtful UX is helpful to an organization’s bottom line, “An upfront investment in UX design will reduce development costs significantly by creating built-in risk management channels that alleviate many issues and hurdles that startups and software companies face daily.”
UX Professional Snapshot
Here are some quick facts on UX professionals. Note that these are not hard and fast rules, but trends we see across industries.
- Focuses on one specific aspect of a digital business like an app or website
- Typically bring a variety of background experience, including technology and even psychology
- Prioritizes usability as a way of growing revenue by improving customer service and creating a stronger brand
- Most often a position in a digital business
The Difference Between CX and UX
The main difference between CX and UX is their focus; CX focuses on how customers feel while interacting with a product or service while UX focuses on how users interact with a product or service online.
Both are important aspects of any business since customers will typically interact both offline and online when engaging with a brand. By focusing on both aspects simultaneously, businesses can ensure that their customers have an overall positive experience throughout their entire journey with them.
The Future is CX and UX
Understanding Customer Experience (CX) and User Experience (UX) is essential for any business looking to stay competitive in today’s digital market. For companies that want to be competitive and build meaningful customer relationships in the digital world, they must prioritize these two functions.
While there are similarities between these two concepts, it’s important to recognize their distinct differences as well; CX focuses on how customers feel while interacting with a product or service while UX focuses on how users interact with a product or service online.
By considering both aspects simultaneously, businesses can ensure each customer has an enjoyable overall experience from start to finish which leads to greater satisfaction and increased loyalty over time – resulting in long-term success for your company!
What type of professional do you need? Our UX/CX subject matter experts can consult and offer hiring recommendations. Contact us to learn more about Talentfoot’s executive search offerings.