CX vs UX – What’s the difference?

With the lines between CX and UX so blurred, let’s take a look at how these can be distinguished better.

How do you differentiate between CX and UX? One aspect that comes to mind is CX (Customer Experience) is the culmination of all the touchpoints or interactions someone has, and each touchpoint is where UX (User Experience) happens.

“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” 

Here are some examples in how this plays out…

A bad UX example: Have you ever had website’s form clear out all your data just because you forgot to check a field like the “terms and conditions”? I hate this.

If that, plus poor design, customer service, and off-brand messaging is occurring, etc, etc — the sum of those would be your CX, and not a good one either.

A positive UX example: Have you bought something where the website’s credit card field auto-selects the type of card you have just by having you type in the card’s numbers? I love this, it saves me time.

So if all the touchpoints are on-brand, effortless, and engaging then you’ll have a CX that will make people smile and your business thrive.

Tim Haskins

Being focused on CX for many years, I serve brands with digital experience who are passionate about taking them to the next level — creating websites, e-commerce store, and apps that people love instead of loathe.