How does… UX and CX work?
We’ve asked some of the industry’s most knowledgable boffins to break down industry jargon to help you through those confusing meetings and indecipherable conferences. This week, Yell’s Nigel Roberts explains the difference between UX and CX.
A lot of marketers get their CX mixed up with their UX. It’s an easy thing to do. Separating one discipline from another can seem confusing, but in reality it’s simple to define, and understanding the difference can have a massive impact on a business that wants to cater to customer needs more effectively.
Customer experience (CX) is generally strategic, and should encompass the total experience customers have across a brand, business, or product.
It takes into consider a detailed view of customer needs and often delivers cultural and organisational change to meet those needs.
Hi Nigel, first of all, I want to say this is a great post and I agree with MOST of your points.
However, I completely disagree with UX being a part of CX. I think this could apply if you consider digital UX and the process of building a service, app, etc.
However, UX goes far and beyond the “customer” concept. Furthermore: UX is an umbrella for all the things under the CX umbrella. And then some more.
And IMHO, I think you can argue some parts of UX may be part of CX as long as you find certain conditions (there have to be customers, it has to be within the scope of service design, it has to deal only with human users, and so on).
However, CX is ALWAYS inside UX, no matter the conditions.
Anyways, just a comment, I really enjoyed your article and made me want to argue a bit with you 😉