The Battle of User Experience vs Customer Experience (UX vs CX)

Have you ever went to a retail store while using their mobile app? What is the most convenient method to buy what you was searching for, using their mobile app or actually talking with a sales rep which is a old school method?

One thing that is common with most of the mobile apps is ads appearing one delay after another which are completely irrelevant for what you are searching for. So, your user experience with the app is not so excellent. But you may find the item you was searching for talking with a sales rep, so your overall customer experience was excellent.   

Can you identify the difference between UX and CX ?

Harvard Business Review defined them: “User experience focuses on designing a particular device or screen and the interactions that occur on it, while customer experience stitches those together with many other touch points (front-line staff, promotional emails, store environment, etc.) spread out over time.”

According to Interaction Design Foundation, The user experience is product (or service) specific. It is the experience that a user (or customer) has when they interact with that product. We can measure the results of the user experience to some extent too. We can look at satisfaction reports, the level of customer care enquiries following an interaction, the time it takes to get something done with our product, etc. Customer experience is a larger concept. It is the experience that a user (or customer) has whenever they interact with our company or brand. Again we can measure some of this in satisfaction reports, in recommendation rates (would you tell a friend about us?), etc.

So, User experience is a subset of customer experience and user experience must be seen in the bigger context of customer experience in order to stay ahead.