UX and CX are different, but both are necessary. A business can have an outstanding product or service, but if the visual layout of their website or app falls short, then existing and potential customers are going to be turned off quickly.
Making a good first impression is the beginning of User Experience (UX) but not the end.
Once customers are on board, signed up, and using your services, this is where Customer Experience (CX) comes into play. Every interaction a customer has with the brand, from social media to phone calls and in-person meetings, is CX.
It is a common mistake to use these terms interchangeably. There are similarities, but true professionals know the differences. (more…)