CX vs. UX – isn't it all just about the experience?

Posted by Peter Lundqvist 9/7/2018

Sometimes the jargon gets a little confusing. Here we take a look at the relationship between Customer Experience and User experience.

Customer experience, or CX, is the complete set of interactions people have with your organization, offline as well as online. Managing CX means that your team ensures a positive, useful and professional experience when people interact with your organization in everything from face-to-face encounters to web site visits and invoices.

User experience, or UX, is the interaction people have with your product or service as users of it. According to DigitalGov, it “deals with people interacting with your product and the experience they receive from that interaction.” UX centers on a customer’s experience when trying to achieve a certain result by using a product or service. For example, with an online registration service good UX means a visitor can find information on the website quickly, make a registration without any confusion, and automatically recieve confirmation e.g. by email. In a product or a physical setting it can mean a good fit, or getting to the right location and navigate around your shop or hospital without getting lost.

In short, CX encompasses some aspects of a customer’s experience with a brand or organization that UX does not. But without great UX, a company’s customer experience management has failed.

If you want to learn more about CX and UX download our free White Paper on Customer Experience Management Methodology.

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Peter Lundqvist

Peter Lundqvist

Peter Lundqvist, Chief Marketing Officer

As head of global marketing, Peter plays a key role in driving the worldwide vision of Qmatic. With 20 years of experience in the technology industry, he brings expertise and innovation to Qmatic's goals for transforming customer experiences.