CX vs. UX: What’s the Difference?
You need to understand both for your business to succeed
Customer experience (CX) and user experience (UX) — these two terms mean fundamentally different (though complementary) things, yet are often used interchangeably by app, software, and website owners.
Story co-authored by Diana Woch, Senior UX Designer at Netguru.
The confusion comes from how we tend to define our clientele. Our users are our customers — so the user experience and customer experience must be equivalent, right?
Actually, no. UX and CX are two different concepts, and it’s essential to understand this distinction if your users/customers are to enjoy the best possible overall experience of your product and your brand.
So let’s clear things up.
What is user experience?
The concept of user experience is specific to your digital product, i.e., person’s experience with your app, software, or website. UX applies to the experience that a user/customer has when they interact with that product.
The design of your product and its interface — its usability, navigation, visual hierarchy, information architecture, etc. — combine to create a user experience that is either positive or negative for the…
