{"id":485191,"date":"2022-08-16T15:44:51","date_gmt":"2022-08-16T12:44:51","guid":{"rendered":"https:\/\/en.buradabiliyorum.com\/cx-and-ux-where-they-differ-and-where-they-meet\/"},"modified":"2022-08-16T15:44:51","modified_gmt":"2022-08-16T12:44:51","slug":"cx-and-ux-where-they-differ-and-where-they-meet","status":"publish","type":"post","link":"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/","title":{"rendered":"#CX and UX: Where They Differ And Where They Meet"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_84 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a25b23e7786f\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #dd3333;color:#dd3333\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #dd3333;color:#dd3333\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a25b23e7786f\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#%E2%80%9CCX_and_UX_Where_They_Differ_And_Where_They_Meet%E2%80%9D\" >&#8220;CX and UX: Where They Differ And Where They Meet&#8221;<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#What_is_UX_design\" >What is UX design?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Experience_Strategy\" >Experience Strategy\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#User_Research\" >User Research<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Information_Architecture\" >Information Architecture<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Interaction_Design\" >Interaction Design<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#The_role_of_UX_designers\" >The role of UX designers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#What_is_CX_design\" >What is CX design?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Single-interaction\" >Single-interaction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Customer_Journey\" >Customer Journey<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Lifetime_Relationship\" >Lifetime Relationship<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#The_role_of_CX_designers\" >The role of CX designers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#How_do_CX_and_UX_differ\" >How do CX and UX differ?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Focus\" >Focus<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Responsibilities\" >Responsibilities<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Metrics\" >Metrics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Audience\" >Audience\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Testing\" >Testing<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Where_do_CX_and_UX_meet\" >Where do CX and UX meet?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/buradabiliyorum.com\/en\/cx-and-ux-where-they-differ-and-where-they-meet\/#Takeaway\" >Takeaway\u00a0<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h1><span class=\"ez-toc-section\" id=\"%E2%80%9CCX_and_UX_Where_They_Differ_And_Where_They_Meet%E2%80%9D\"><\/span>&#8220;CX and UX: Where They Differ And Where They Meet&#8221;<span class=\"ez-toc-section-end\"><\/span><\/h1>\r\n<div class=\"entry-inner\"> \n                            \n<p class=\"wp-block-paragraph\">CX (customer experience) and UX (user experience) are two important business strategies aimed at optimizing customer communication and engagement. The principles of UX have been around for centuries, but the term was first coined in the 1990s by Don Norman.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX is a much newer concept that\u2019s been gaining popularity as companies look to improve customer satisfaction. Many designers now argue that UX is a subset of CX, but there are some important differences between them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this article, we\u2019ll look at where CX and UX differ and where they meet to improve the customer experience. But first, let\u2019s define what CX and UX design are.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_UX_design\"><\/span>What is UX design?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">User experience design focuses on the interactions people have with a service or product. This is usually a digital product such as an <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/download-scripts-themes-apps\/\" data-internallinksmanager029f6b8e52c=\"9\" title=\"Download Scripts &amp; Themes &amp; Apps\" target=\"_blank\" rel=\"noopener\">app<\/a>, website, or software like <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/databricks.com\/glossary\/pandas-dataframe\">PD DataFrame Python<\/a>. But UX can also apply to non-digital products.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The aim of UX is to create better-designed products to improve the user experience. And it works: over <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">two-thirds<\/a> of businesses say UX improves customer satisfaction. Plus, <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">62%<\/a> say it improves brand perception. So UX design is crucial for businesses to attract and convert customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">UX design considers everything that shapes the user experience, from how the actual product feels to how easy the buying process is. An amazing product is one that\u2019s efficient and easy to use, and that\u2019s what UX is all about.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you need some help with designing your website, for example, search online for \u201c<a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/zeropark.com\/blog\/best-website-design\/\">tips on how to design website<\/a>\u201d.<br><br>UX covers four major disciplines:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Experience Strategy (ExS)<\/li><li>User Research (UR)<\/li><li>Information Architecture (IA)<\/li><li>Interaction Design (IxD)<\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Experience_Strategy\"><\/span>Experience Strategy\u00a0<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Experience strategy aims to combine business and design strategies to create a holistic experience that gives value to both users and businesses at the places they interact. So ExS considers both digital and bricks-and-mortar experiences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">ExS roles include product designer and product manager. Their aim is to align the company vision with customer needs and technical capabilities. They help companies manage their teams and keep them focused on the user experience.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-16-1024x1000.png\" alt=\"\" class=\"wp-image-186351\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/careerfoundry.com\/en\/tutorials\/ux-design-for-beginners\/different-areas-ux-design\/\">Image sourced<\/a> from careerfoundry.com<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"User_Research\"><\/span>User Research<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">User research helps companies understand their users\u2019 needs, motivations, and behavior. For instance, UR could help you understand why users are looking at <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.dialpad.com\/blog\/grasshopper-alternatives\/\">alternatives for Grasshopper<\/a>. This makes user research a vital part of UX design. In fact, integrating UR into product development boosts customer satisfaction by <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">30%<\/a> and brand perception by <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">31%<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">User researchers collect qualitative and quantitative data to create user personas. This involves collecting feedback from customers with surveys, interviews, and usability testing. They then use these personas to inform product development.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Information_Architecture\"><\/span>Information Architecture<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Information architecture focuses on the structure of digital products. This includes how content is organized and the type of language used. The goal is to help users quickly find information with minimal effort. As such, you can use IA for wireframing to plan the layout of a product.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">IA roles include data analyst, content strategist, and information architect.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Interaction_Design\"><\/span>Interaction Design<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Interaction design focuses on the way users interact with a system. IxD considers all the interactive elements of a product, such as buttons, animations, and transitions. Interaction design roles include product designer, interaction designer, and experience designer. Their aim is to integrate ExS, UR, and IA into an interface that\u2019s intuitive and effortless to use.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_role_of_UX_designers\"><\/span>The role of UX designers<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The role of UX designers is to make products and services accessible, user-friendly, and enjoyable. They usually work as part of a product team and bridge the gap between the user and the company.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The most common uses of UX design companies are discovering usability issues (<a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">68%<\/a> of companies) and validating designs (<a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">66%<\/a> of companies). But UX designers perform a variety of tasks, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>User research<\/li><li>User testing<\/li><li>Wireframing and prototyping<\/li><li>Presenting designs to stakeholders<\/li><li>Creating user personas<\/li><li>Designing the information architecture of a product<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-17-1024x724.png\" alt=\"\" class=\"wp-image-186361\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">Image sourced<\/a> from info.userzoom.com<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Depending on the company, UX designers may focus on UX for non-digital products. They may also be service designers that focus on the experience of using services like public transport. But whatever their area of focus, it\u2019s their job to ask questions like:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Is this product\/service easy and intuitive to use?<\/li><li>Is this product\/service accessible to a range of users?<\/li><li>Will this product\/service make users happy?<\/li><li>Is this product\/service what users want?<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_CX_design\"><\/span>What is CX design?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Customer experience design includes all the interactions a customer has with each of a business\u2019s touchpoints. CX considers a company\u2019s advertising strategy, reputation, pricing, customer service, delivery, sales process, and the usability of a specific product or service. In this sense, UX is part of the broader experience of CX design.\u00a0\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Let\u2019s use a <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.dialpad.com\/products\/voip-call-center\/\">VoIP call center solution<\/a> as an example. The customer experience isn\u2019t only what it\u2019s like to use the software, but also:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>What it\u2019s like to buy the software<\/li><li>How easy it is to access support<\/li><li>How effective is the company&#8217;s marketing campaign<\/li><li>What it\u2019s like to upgrade or replace the software<\/li><li>What it\u2019s like to receive notifications or offers from the company<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">CX design also considers a customer\u2019s emotional satisfaction. That is how they feel about a business. So, CX design is crucial to a company\u2019s success. For instance, <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.verint.com\/resources\/the-2022-state-of-digital-customer-experience-report\/\">three-quarters<\/a> of customers say it\u2019s important to have a good experience on digital channels. The same goes for offline channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX design considers three levels of customer experience:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Single-interaction<\/li><li>Customer journey<\/li><li>Lifetime relationship<\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Single-interaction\"><\/span>Single-interaction<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The single-interaction experience is the customer experience during a single interaction or task. This is usually a short-term interaction with a product or service, such as ordering something from a website or signing up for a mailing list. Experiences at this level are only a small part of the total customer experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Design at the single-interaction level is what most people associate with UX design. In other words, this is the level most UX designers work at.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-28.jpeg\" alt=\"\" class=\"wp-image-186371\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/uxinsight.org\/user-experience-vs-costumer-experience\/\">Image sourced<\/a> from uxinsight.org<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Journey\"><\/span>Customer Journey<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The journey level of customer experience focuses on the <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/watch-movies-tv-seriess\/\" data-internallinksmanager029f6b8e52c=\"8\" title=\"Watch Movies &amp; TV Series\" target=\"_blank\" rel=\"noopener\">series<\/a> of interactions that take place to accomplish a goal. An example is buying journeys. It usually involves several channels, so a CX customer journey map may look something like this:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>You want to return a sweater, so you log in to your account and request a return.<\/li><li>You print out the return label and take your parcel to the post office.<\/li><li>A few days later, the company emails you to confirm the return and refund your money.<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Many companies are now adopting an omnichannel approach to improve CX at the journey level. In fact, over <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.verint.com\/wp-content\/uploads\/white-paper-2022-state-of-digital-customer-experience-report-us-english.pdf?utm_campaign=&amp;utm_medium=email&amp;utm_source=Eloqua\">one-quarter<\/a> of companies say improving the omnichannel experience is a top CX priority.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Lifetime_Relationship\"><\/span>Lifetime Relationship<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The lifetime relationship level takes into account the single-interaction and customer journey levels to consider every interaction a customer has with a company. Each customer exchange with a company affects their perception of the company. So, CX design at this level is about nurturing the customer relationship.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, a software company that sells call center enterprise solutions would optimize their product to make it attractive to buyers and easy to use, upgrade, or uninstall. But they\u2019d also look at improving their customer service and advertising campaigns.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_role_of_CX_designers\"><\/span>The role of CX designers<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To create a bulletproof CX strategy, CX designers analyze how customers feel about a brand. They also look at ways to improve the quality of interactions with them. This means problem-solving skills are a must.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX designers may have backgrounds in advertising, marketing, psychology, management, sales, and customer service. They perform a variety of tasks, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>User research and testing<\/li><li>Collecting and presenting data<\/li><li>Creating customer personas and empathy maps<\/li><li>Mapping the customer journey<\/li><li>Creating storyboards and workflows<\/li><li>Defining business goals<\/li><li>Tracking performance<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In other words, CX designers focus on the who, what, where, when, why, and how of the customer experience.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-18.png\" alt=\"\" class=\"wp-image-186381\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.ipsos.com\/en-lb\/five-forces-customer-experience-science-strong-relationships\">Image sourced<\/a> from ipsos.com<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_do_CX_and_UX_differ\"><\/span>How do CX and UX differ?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">UX is an important part of CX, but there are some key differences to be aware of. These differences include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Focus<\/li><li>Responsibilities<\/li><li>Metrics<\/li><li>Audience<\/li><li>Testing<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Focus\"><\/span>Focus<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">UX designers focus on how a user interacts with a single product or service?whether that\u2019s an enterprise security solution or a hotel room. Their aim is to help users interact easily and successfully with a product. They want products to be accessible and give users a sense of satisfaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX designers focus on the customer\u2019s entire experience with the company. Their goal is to ensure customers have a good experience whenever they interact with a company. This includes both online and offline channels. They also want to boost brand revenue by nurturing customer loyalty.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Responsibilities\"><\/span>Responsibilities<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The responsibilities of UX designers revolve around the product or service. They spend most of their time on product design, usability testing, and improving the product based on user feedback. Both CX and UX design involves user research. But UX research tends to be smaller in scale and focuses on individual personas or groups.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The responsibilities of CX designers are more to do with boosting brand perception and customer loyalty. Their goal is to optimize marketing, communication channels, customer service, and all other business touchpoints. So, CX research tends to involve large-scale studies and surveys.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Metrics\"><\/span>Metrics<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Because CX and UX focus on different aspects of the customer experience, they use different metrics to measure their success rate. For instance, over <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">50%<\/a> of UX designers use product and site analytics like cart abandonment rate and engagement rate. Also, <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">48%<\/a> use outcome metrics like app store ratings, conversion rate, and support tickets. But CX designers use metrics like:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Churn rate<\/li><li>Customer lifetime value (CLV)<\/li><li>Customer satisfaction (CSAT)<\/li><li>Net promoter score (NPS)<\/li><li>Average handle time (AHT)<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For example, <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">63%<\/a> of designers measure customer satisfaction, and <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/info.userzoom.com\/state-of-ux-in-2022.html\">31%<\/a> measure NPS. They may also look at how many customers the company gained or lost in a certain time frame.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-19.png\" alt=\"\" class=\"wp-image-186391\" width=\"768\" height=\"432\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.kustomer.com\/blog\/customer-experience-metrics\/\">Image sourced<\/a> from kustomer.com<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Audience\"><\/span>Audience\u00a0<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The target audience for UX designers is the product\u2019s end-user, whereas CX designers target customers. What\u2019s the difference? Customers aren\u2019t always the product\u2019s intended user.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For instance, say a company\u2019s CEO is buying software to reduce their employees\u2019 <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/dataprivacymanager.net\/your-simple-guide-to-common-vulnerabilities-and-exposures\/\">data privacy risks<\/a>. A UX designer would focus on the employees (the users), while a CX designer would focus on the CEO (the customer).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By focusing on the customer, CX designers look to enhance the business-customer relationship to make it mutually beneficial. The customer gets good service, while the business gets more income and a better reputation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In contrast, since UX designers focus on the user, any business benefits are more of a by-product.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Testing\"><\/span>Testing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">UX design mainly involves usability testing. Usability testing ensures the product or service is intuitive and easy to use in the way the designer intends. It involves observing real people using a product. For instance, watching people use a <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.zoomshift.com\/work-schedule-app\">work schedule app<\/a> to see if they get confused or frustrated. UX designers can then use these insights to make improvements.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX testing looks beyond usability to create a holistic view of the customer experience. This usually involves studying key metrics and mapping the customer journey with diary studies, interviews, and surveys. Once CX designers understand the current customer journey, they can look at ways to optimize it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Where_do_CX_and_UX_meet\"><\/span>Where do CX and UX meet?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Although CX and UX are different, they\u2019re also similar. They both focus on improving the customer experience, and without one, the other won&#8217;t succeed. If a user isn\u2019t happy with a product, they may not use that company again. And if a customer isn\u2019t happy with a company\u2019s buying process, they won\u2019t buy the product in the first place.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Companies should use CX and UX together to optimize the whole customer experience. After all, <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.verint.com\/resources\/the-2022-state-of-digital-customer-experience-report\/\">64%<\/a> of customers stopped doing business with a company because of a bad customer experience. In contrast, a great customer experience increases customer satisfaction. This in turn improves brand reputation and revenue.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s important businesses pay attention to customer feedback, including how customers use, buy, upgrade, and troubleshoot a product. As we\u2019ve said, a great product isn\u2019t enough unless a customer also has a great lifetime experience. For this reason, many companies are now looking to hire designers with skills in both CX and UX.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/image-20-1024x576.png\" alt=\"\" class=\"wp-image-186401\"><figcaption><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.verint.com\/resources\/the-2022-state-of-digital-customer-experience-report\/\">Image sourced<\/a> from verint.com<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Takeaway\"><\/span>Takeaway\u00a0<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">It should now be clear that although there are differences, UX is an integral part of CX. For businesses to succeed in an increasingly competitive market, they should use CX and UX together as part of their business optimization strategies.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Designers that consider both CX and UX will not only create better products. They&#8217;ll also enhance the customer experience at all stages of the customer journey.<\/p>\n                            <\/div><br><div class=\"author-inner\">\n<p class=\"bio-name\">Jessica Day<\/p>\n<div class=\"bio-desc\">\n    Jessica Day is the Senior Director for Marketing Strategy at Dialpad, a modern multi line phone system that takes every kind of conversation to the next level\u2014turning conversations into opportunities. Jessica is an expert in collaborating with multifunctional teams to execute and optimize marketing efforts, for both company and client campaigns. Jessica Day also published articles for domains such as Women Love Tech and HeyCarson.<\/div>\n<!-- social-link -->\n<div class=\"clear\"><\/div>\n<\/div>\r\n<blockquote><strong><span style=\"color: #ff6600;\">If you liked the article, do not forget to share it with your friends. Follow us on\u00a0<span style=\"color: #ff0000;\"><a style=\"color: #ff0000;\" href=\"https:\/\/news.google.com\/publications\/CAAqBwgKMLG0nwswvr63Aw\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Google News<\/a><\/span>\u00a0too, click on the star and choose us from your favorites.<\/span><\/strong><\/blockquote>\r\n<blockquote>\r\n<p style=\"text-align: center;\">For forums sites go to <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/forum.buradabiliyorum.com\/\" target=\"_blank\" rel=\"noopener\">Forum.BuradaBiliyorum.Com<\/a><\/span><\/strong><\/p>\r\n<\/blockquote>\r\n<blockquote>\r\n<p style=\"text-align: center;\"><strong>If you want to read more <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/news\/\" data-internallinksmanager029f6b8e52c=\"2\" title=\"News\" target=\"_blank\" rel=\"noopener\">News<\/a> articles, you can visit our <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/en.buradabiliyorum.com\/general\/\" target=\"_blank\" rel=\"noopener\">General <\/a><\/span>category.<\/strong><\/p>\r\n<\/blockquote>\r\n\r\n<span style=\"color: black;\"><a style=\"color: #ff9900;\" href=\"https:\/\/www.noupe.com\/design\/cx-and-ux.html\" target=\"_blank\" rel=\"noopener\">Source<\/a><\/span>","protected":false},"excerpt":{"rendered":"<p>&#8220;CX and UX: Where They Differ And Where They Meet&#8221; CX (customer experience) and UX (user experience) are two important business strategies aimed at optimizing customer communication and engagement. The principles of UX have been around for centuries, but the term was first coined in the 1990s by Don Norman. CX is a much newer&#8230;<\/p>\n","protected":false},"author":1,"featured_media":485192,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/www.noupe.com\/wp-content\/uploads\/2022\/08\/startae-team-QEsaXprgVfQ-unsplash.jpg","fifu_image_alt":"","footnotes":""},"categories":[1],"tags":[132423,71821,130310,99961,71820],"class_list":["post-485191","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general","tag-cx","tag-user-experience","tag-user-experience-ideas","tag-ux","tag-ux-design"],"_links":{"self":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/485191","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/comments?post=485191"}],"version-history":[{"count":0,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/485191\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media\/485192"}],"wp:attachment":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media?parent=485191"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/categories?post=485191"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/tags?post=485191"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}