UX vs CX: The Key Difference You Should Know About

Many times the two terminologies, UX and CX, are mistakenly interchanged. However, there is a thin line of difference between the two, and both are equally important to determine brand success.

What is the user experience (UX)?

User Experience or UX deals with the way how a user interacts with your products, services on your website. The term ‘user experience’ was termed by Don Norman in 1993. UX primely focuses on the usability of the product and how a viewer interacts with the contents online that are the user’s engagement online. It is a part of the customer experience (CX). UX designers look over how to implement the design flow and interface that will blend with the user’s wants and needs. It specifically includes the informational architecture of your website’s formation. UX only limits the experience.

What is the customer experience (CX)?

Customer experience or CX is a broader horizon that includes user experience (UX) and user interface (UI). It deals with customer interaction that includes interacting with products, services, and your brand and business website specifically online. CX developers analyze how to go about the website infrastructure so that users can access them, have a seamless browsing experience with top-notch design flow. CX is inclusive of digital marketing strategies, brand reputability, customer service information, pricing of products, shipping and delivery procedures, product usability, and also general sales procedure. CX broadens the experience.

Key Point of Differences between CX and UX:

Both CX and UX complement each other, and both blend into one another providing a seamless experience to all the visitors and users browsing through the website. Although, there are a lot of differences between the two, that weighs up when you are designing your website. CX and UX designers especially have different working objectives and patterns while building a website for you.

Some of the key points of difference between CX and UX are based on how they work and the scope of functionality. They are as follows-

1. Focus of Work and Responsibilities

User Experience (UX) mainly focuses on the user’s and web visitors’ interaction with the products and services within the website. UX focuses solely on one thread that is how a user will go about your website, maintaining a hierarchy of content and design flow with the software that is being used. The job of a UX designer is just to deal with the user on one-to-one interaction. They spend most of their timeline designing and developing the visual appeal of the digital products and services, with promotional, engaging content and always a scope of improvement with the addition of user feedback.

Customer Experience (CX) mainly focuses on the customer’s interactivity and experience with the brand and business as a whole. They highlight the customer’s experience and how they deal with the whole purchase and sale procedure in the organization but only digitally here via your corporate website. Whereas, CX designers mainly focus on the research and in-depth development with the whole customer channel and how to boost up your sales and revenue. They mould brand loyalty and reputability, customer orientation and loyalty, strategizing better marketing theories and establishing a crystal clear communication channel to connect with each and every customer and make their browsing experience fun and breezy.

1. Metric of Success

A User Experience or UX designer and developer measure their rate of success with website rankings, app store ratings, reviewing usability test results, looking into the feedback, and how customer’s record their experience with the product and service. The metrics of UX focus only on the user. The metrics include traffic engagement rate, click-through rates (CTA), call-to-actions and conversion rate.

A Customer Experience or CX designer measures their success level with the overall experience of a user or customer entailed throughout the digital journey and even offline with the organization and its products and services. It also incorporates the overall customers the company has landed over a particular period of time. CX designers or UX design agency in India often indulges in metrics like churn rate, customer retention rate, customer lifetime value (CLV), customer effort score (CES), and net promoter score (NPS) to check in with the customer’s experience, satisfaction and even their loyalty towards the organization.

1. Target Audience

User Experience (UX) is relatively an older concept and is a crucial segment of website or application building procedures for all clients and users that entails digital marketing of products and services. UX targets audiences and organizations that are only concerned with the digital product and services, how the users give attention and react to the displayed content flow and also use the product or service.

Customer Experience (CX) is relatively a newer concept and is mostly well-known in service-related industries like retailing companies, health, and hospitality organizations. CX targets audiences and organizations that are deeply concerned with the purchasing power in their user’s hands.

Discussion Takeaway

There is a continuous shift in the digital marketing world. With the fast development of technology, we can assume that there is a lot to learn about when you need to know all the deets about website development as an entrepreneur, designer, or client. You must focus on CX and UX to be in the limelight when your competitors are struggling. Both UX and CX will give you the edge you need in your website and application to expand and grow your organization and reap the benefits in the long run. While there are a few differences between User Experience (UX) and Customer Experience (CX), the designers need to work to create, innovate and execute an impactful and enticing website to the audience’s satisfaction and taste.

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