{"id":11330,"date":"2022-11-30T01:32:08","date_gmt":"2022-11-30T09:32:08","guid":{"rendered":"https:\/\/www.uxpin.com\/studio\/?p=11330"},"modified":"2026-08-24T23:10:23","modified_gmt":"2026-08-25T06:10:23","slug":"customer-experience-vs-user-experience-why-the-difference-matters","status":"publish","type":"post","link":"https:\/\/www.uxpin.com\/studio\/blog\/customer-experience-vs-user-experience-why-the-difference-matters\/","title":{"rendered":"Customer Experience vs. User Experience \u2013 Why the Difference Matters"},"content":{"rendered":"<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-37746\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX-1024x512.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX-1024x512.png 1024w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX-600x300.png 600w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX-768x384.png 768w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX.png 1200w\" alt=\"UX vs CX\" width=\"1024\" height=\"512\" \/><\/figure>\n<div class=\"wp-block-spacer\" style=\"height: 20px;\" aria-hidden=\"true\"><\/div>\n<p>Don Norman, the founder of the Nielsen Norman Group and former Apple VP, coined the term user experience or UX in the 90s. Almost two decades later, Tony Hillson from Service Design in New Zealand came up with customer experience or CX.<\/p>\n<p>Many people incorrectly use CX and UX interchangeably, but these describe different levels of user\/customer interactions. We explore CX vs. UX, how these differ\/intersect, and the metrics teams use to measure and optimize performance.<\/p>\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\">\n<h2>Table of contents<\/h2>\n<ul>\n<li><a href=\"#h-what-is-user-experience-ux\" data-level=\"2\">What is User Experience (UX)?<\/a><\/li>\n<li><a href=\"#h-what-is-customer-experience-cx\" data-level=\"2\">What is Customer Experience (CX)?<\/a><\/li>\n<li><a href=\"#h-cx-vs-ux-differences-in-focus-and-responsibilities\" data-level=\"2\">CX vs. UX \u2013 Differences in Focus and Responsibilities<\/a>\n<ul>\n<li><a href=\"#h-areas-of-focus\" data-level=\"3\">Areas of focus<\/a><\/li>\n<li><a href=\"#h-areas-of-responsibilities\" data-level=\"3\">Areas of responsibilities<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#h-cx-vs-ux-similarities\" data-level=\"2\">CX vs. UX \u2013 Similarities<\/a>\n<ul>\n<li><a href=\"#h-human-centered\" data-level=\"3\">Human-centered<\/a><\/li>\n<li><a href=\"#h-retention\" data-level=\"3\">Retention<\/a><\/li>\n<li><a href=\"#h-personas-and-journey-mapping\" data-level=\"3\">Personas and journey mapping<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#h-understanding-ux-vs-cx-performance-metrics\" data-level=\"2\">Understanding UX vs. CX Performance Metrics<\/a>\n<ul>\n<li><a href=\"#h-customer-lifetime-value-clv\" data-level=\"3\">Customer lifetime value (CLV)<\/a><\/li>\n<li><a href=\"#h-net-promoter-score-nps\" data-level=\"3\">Net Promoter Score (NPS)<\/a><\/li>\n<li><a href=\"#h-churn-rate\" data-level=\"3\">Churn rate<\/a><\/li>\n<li><a href=\"#h-error-rate\" data-level=\"3\">Error rate<\/a><\/li>\n<li><a href=\"#h-success-rate\" data-level=\"3\">Success rate<\/a><\/li>\n<li><a href=\"#h-conversion-rate\" data-level=\"3\">Conversion rate<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"#h-how-can-ux-improve-cx\" data-level=\"2\">How Can UX Improve CX?<\/a>\n<ul>\n<li><a href=\"#h-make-customer-feedback-easy\" data-level=\"3\">Make customer feedback easy<\/a><\/li>\n<li><a href=\"#h-design-seamless-cross-platform-experiences\" data-level=\"3\">Design seamless cross-platform experiences<\/a><\/li>\n<li><a href=\"#h-optimize-performance\" data-level=\"3\">Optimize performance<\/a><\/li>\n<li><a href=\"#h-cross-functional-collaboration\" data-level=\"3\">Cross-functional collaboration<\/a><\/li>\n<li><a href=\"#h-advocate-for-design\" data-level=\"3\">Advocate for design<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<p>Create a great <a href=\"https:\/\/surveysparrow.com\/blog\/essential-tools-to-power-up-your-customer-experience\/\">customer experience<\/a> with a good user experience. <a href=\"https:\/\/www.uxpin.com\/sign-up\" target=\"_blank\" rel=\"noreferrer noopener\">Switch to UXPin<\/a>\u2013the world\u2019s most sophisticated design tool. Build better prototypes to solve more problems while identifying valuable business opportunities. <a href=\"https:\/\/www.uxpin.com\/sign-up\" target=\"_blank\" rel=\"noreferrer noopener\">Sign up for a free trial<\/a> to explore UXPin\u2019s advanced features.<\/p>\n<section class=\"try-uxpin-banner\">\n<div class=\"try-uxpin__container\">\n<div class=\"try-uxpin__left\">\n<p class=\"try-uxpin__heading\">Build advanced prototypes<\/p>\n<p class=\"try-uxpin__text\">Design better products with States, Variables, Auto Layout and more.<\/p>\n<p><a href=\"https:\/\/www.uxpin.com\/sign-up\" target=\"_blank\" rel=\"noopener\"><br \/>\n<button class=\"try-uxpin__button\">Try UXPin<\/button><br \/>\n<\/a><\/p>\n<\/div>\n<div><img decoding=\"async\" class=\"try-uxpin__image\" src=\"https:\/\/uxpin.com\/studio\/wp-content\/themes\/uxpin-juggernaut\/img\/cta-banner-signup.png\" alt=\"Try UXPin\" \/><\/div>\n<\/div>\n<\/section>\n<style>\n.try-uxpin-banner {<br \/>\n    margin: 40px 0px;<br \/>\n}<\/p>\n<p>.try-uxpin__container {<br \/>\n    display: flex;<br \/>\n    max-width: 689px;<br \/>\n    height: 210px;<br \/>\n    padding: 20px;<br \/>\n    padding-left: 24px;<br \/>\n    border: 2px solid black;<br \/>\n    border-radius: 4px;<br \/>\n    align-items: center;<br \/>\n    justify-content: space-between;<br \/>\n    background-color: white;<br \/>\n    box-shadow: 10px 10px black;<br \/>\n}<\/p>\n<p>.try-uxpin__left {<br \/>\n    width: 54%;<br \/>\n}<\/p>\n<p>.try-uxpin__heading {<br \/>\n    font-size: 28px !important;<br \/>\n    font-weight: bold;<br \/>\n}<\/p>\n<p>.try-uxpin__left p {<br \/>\n    margin: 10px 0px !important;<br \/>\n    color: black !important;<br \/>\n}<\/p>\n<p>.try-uxpin__text {<br \/>\n    margin: 0 !important;<br \/>\n    font-size: 18px !important;<br \/>\n    line-height: 22px !important;<br \/>\n}<\/p>\n<p>.try-uxpin__button {<br \/>\n    width: 135px;<br \/>\n    height: 44px;<br \/>\n    background: black;<br \/>\n    margin: 10px 0px;<br \/>\n    padding: 10px 20px;<br \/>\n    border: none;<br \/>\n    border-radius: 2px;<br \/>\n    color: white;<br \/>\n    font-size: 16px;<br \/>\n    text-align: center;<br \/>\n}<\/p>\n<p>.try-uxpin__button:hover {<br \/>\n    cursor: pointer;<br \/>\n}<\/p>\n<p>.try-uxpin__image {<br \/>\n    max-width: 320px !important;<br \/>\n    height: 200px;<br \/>\n    margin-right: -21px;<br \/>\n    margin-bottom: -6px;<br \/>\n}<\/p>\n<p>@media (max-width: 760px) {<br \/>\n    .try-uxpin__container {<br \/>\n        height: auto;<br \/>\n        margin: 10px;<br \/>\n        align-items: left;<br \/>\n    }<br \/>\n}<\/p>\n<p>@media (max-width: 500px) {<br \/>\n    .try-uxpin__container {<br \/>\n        flex-direction: column;<br \/>\n    }<\/p>\n<p>    .try-uxpin__left {<br \/>\n        width: 100%;<br \/>\n        align-items: normal;<br \/>\n    }<br \/>\n}<\/p>\n<\/style>\n<div class=\"wp-block-spacer\" style=\"height: 20px;\" aria-hidden=\"true\"><\/div>\n<h2 id=\"h-what-is-user-experience-ux\" class=\"wp-block-heading\">What is User Experience (UX)?<\/h2>\n<p>UX or user experience describes a user\u2019s journey and interactions with a digital product. Factors impacting user experience include usability, information architecture, navigation, learnability, and visual hierarchy, to name a few.<\/p>\n<p>It\u2019s important to note that users aren\u2019t always customers. For example, website traffic are users, which include customers and visitors. Many digital products offer free plans for users, hoping that these people will convert to becoming paying customers. Optimizing your UX creates a positive customer experience while increasing the likelihood of converting leads.<\/p>\n<h2 id=\"h-what-is-customer-experience-cx\" class=\"wp-block-heading\">What is Customer Experience (CX)?<\/h2>\n<p>Customer experience describes a customer\u2019s holistic relationship with a brand across multiple touchpoints\u2013including a product\u2019s user experience. The customer experience extends beyond products and UX to include:<\/p>\n<ul class=\"wp-block-list\">\n<li>Buyer\u2019s journey\u2013<em>the process of paying for goods and services<\/em><\/li>\n<li>Pricing fairness<\/li>\n<li>Marketing communications<\/li>\n<li>Brand reputation\u2013<em>are people proud to use your products?<\/em><\/li>\n<li>Customer service interactions<\/li>\n<li>The sales process\u2013purchases, upsells, and retention<\/li>\n<li>Social media engagement<\/li>\n<li>In-store experiences (for retail and physical products)<\/li>\n<li>Product delivery\u2013<em>physical (shipping, packaging, etc.) and digital<\/em><\/li>\n<\/ul>\n<p>Within many of these touchpoints are user experiences organizations must manage and optimize.<\/p>\n<h2 id=\"h-cx-vs-ux-differences-in-focus-and-responsibilities\" class=\"wp-block-heading\">CX vs. UX \u2013 Differences in Focus and Responsibilities<\/h2>\n<h3 id=\"h-areas-of-focus\" class=\"wp-block-heading\">Areas of focus<\/h3>\n<p>This simple diagram demonstrates the differences between UX and CX. As you can see, CX encapsulates the user experience. <strong>CX is a high-level initiative, whereas UX focuses on digital touchpoints<\/strong>\u2013i.e., website, applications, devices, etc.<\/p>\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-11340\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2016\/01\/Screen-Shot-2016-01-11-at-5.49.30-PM.png\" alt=\"Screen Shot 2016-01-11 at 5.49.30 PM\" width=\"627\" height=\"300\" \/><\/figure>\n<p>Tesla is a great company to demonstrate these different areas of focus. Telsa\u2019s customer experience may look something like this:<\/p>\n<ul class=\"wp-block-list\">\n<li>Purchasing a car\u2013including interactions with salespeople<\/li>\n<li>Taking delivery<\/li>\n<li>Interacting with customer service<\/li>\n<li>Charging the vehicle<\/li>\n<li>Servicing<\/li>\n<li>The driving experience<\/li>\n<li>Attending Telsa events<\/li>\n<li>Vehicle servicing and updates<\/li>\n<\/ul>\n<p>Within these touchpoints are multiple user experiences:<\/p>\n<ul class=\"wp-block-list\">\n<li>Using Telsa\u2019s website to purchase a vehicle<\/li>\n<li>Any Telsa native or web applications<\/li>\n<li>Using the car\u2019s digital <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/automotive-ux\/\" target=\"_blank\" rel=\"noreferrer noopener\">automotive user interfaces<\/a><\/li>\n<\/ul>\n<p>As you can see, many customer experiences have little or nothing to do with Telsa\u2019s user experiences.<\/p>\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-32986\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/process-problems-error-mistake.png\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/process-problems-error-mistake.png 750w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/process-problems-error-mistake-700x280.png 700w\" alt=\"process problems error mistake\" width=\"750\" height=\"300\" \/><\/figure>\n<h3 id=\"h-areas-of-responsibilities\" class=\"wp-block-heading\">Areas of responsibilities<\/h3>\n<p>CX and UX differ in ownership and responsibility:<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>User experience:<\/strong> product development teams (product managers, engineers, <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ux-engineer-vs-ux-designer\/\" target=\"_blank\" rel=\"noreferrer noopener\">UX designers<\/a>)<\/li>\n<li><strong>Customer experience:<\/strong> marketing and customer service teams<\/li>\n<\/ul>\n<p>While these responsibilities are a generalization and may differ depending on the organization, the key distinction between responsibilities is:<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>User experience:<\/strong> those in charge of technology and <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ui-design-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">digital user interfaces<\/a><\/li>\n<li><strong>Customer experience:<\/strong> those who directly or indirectly communicate with customers<\/li>\n<\/ul>\n<h2 id=\"h-cx-vs-ux-similarities\" class=\"wp-block-heading\">CX vs. UX \u2013 Similarities<\/h2>\n<h3 id=\"h-human-centered\" class=\"wp-block-heading\">Human-centered<\/h3>\n<p>CX and UX use <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/the-practical-beginners-guide-to-user-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">human-centered research <\/a>and <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/persona-examples\/\" target=\"_blank\" rel=\"noreferrer noopener\">personas<\/a> to understand users\/customers and their journeys. Teams use similar methods for collecting this data, including:<\/p>\n<ul class=\"wp-block-list\">\n<li>Product\/website analytics<\/li>\n<li>Interviews<\/li>\n<li>Surveys<\/li>\n<li>Customer support tickets<\/li>\n<li>User profile\/account data<\/li>\n<\/ul>\n<p>UX designers will also collect data through <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/how-to-run-an-insightful-usability-test\/\" target=\"_blank\" rel=\"noreferrer noopener\">usability testing<\/a>, which they may share with other teams.<\/p>\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-32990\" src=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/testing-observing-user-behavior.png\" sizes=\"auto, (max-width: 750px) 100vw, 750px\" srcset=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/testing-observing-user-behavior.png 750w, https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/01\/testing-observing-user-behavior-700x281.png 700w\" alt=\"testing observing user behavior\" width=\"750\" height=\"301\" \/><\/figure>\n<h3 id=\"h-retention\" class=\"wp-block-heading\">Retention<\/h3>\n<p>CX and UX aim to engage and retain users to <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/design-roi-calculations\/\" target=\"_blank\" rel=\"noreferrer noopener\">create lasting business value<\/a>. Teams do this by <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/user-pain-points-in-ux-design\/\" target=\"_blank\" rel=\"noreferrer noopener\">solving problems<\/a> and creating positive experiences. For example:<\/p>\n<ul class=\"wp-block-list\">\n<li>A customer purchases a product through a brand\u2019s website. The user flow from selecting the product to checkout is effortless, creating a positive <strong>user experience<\/strong>, meaning the customer is likely to return.<\/li>\n<li>The customer receives their parcel within 48 hours, but it\u2019s not the correct size. The company included return packaging, so the customer simply drops it in the bag provided and uses the brand\u2019s website <em>(user experience)<\/em> to book a return collection.<\/li>\n<li>As soon as the courier collects the parcel, the company credits the customer\u2019s account, and they can purchase the correct size. This positive <strong>customer experience<\/strong> increases the likelihood the brand will retain this customer.<\/li>\n<\/ul>\n<h3 id=\"h-personas-and-journey-mapping\" class=\"wp-block-heading\">Personas and journey mapping<\/h3>\n<p>UX and CX use personas and journey mapping to understand their audiences and how they complete tasks. While the structure and focus might differ, the tools and methods are similar.<\/p>\n<h2 id=\"h-understanding-ux-vs-cx-performance-metrics\" class=\"wp-block-heading\">Understanding UX vs. CX Performance Metrics<\/h2>\n<p>Here are a few examples of UX and CX metrics and how marketing and product teams might use them.<\/p>\n<h3 id=\"h-customer-lifetime-value-clv\" class=\"wp-block-heading\">Customer lifetime value (CLV)<\/h3>\n<p><a href=\"https:\/\/blog.hubspot.com\/service\/how-to-calculate-customer-lifetime-value\">Customer lifetime value (CLV)<\/a> is the company\u2019s average expected revenue from a single customer during their business relationship. CX professionals use this metric to guide budget and marketing decisions. Subscription-based businesses especially rely on CLV to understand long-term profitability, and platforms like <a href=\"https:\/\/baremetrics.com\" target=\"_blank\" rel=\"noopener noreferrer\">Baremetrics<\/a> help SaaS companies track this metric alongside churn and revenue recovery.<\/p>\n<p>UX teams typically won\u2019t use CLV because it has no direct connection to understanding user behavior or building empathy. <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ux-metrics-tracking\/\">UX metrics<\/a> are more valuable to UX designers when they provide insights into how users think and feel.<\/p>\n<h3 id=\"h-net-promoter-score-nps\" class=\"wp-block-heading\">Net Promoter Score (NPS)<\/h3>\n<p><a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ux-metrics-tracking\/#h-net-promoter-score-nps\">Net promoter score<\/a> is a critical metric most marketing managers\/CMOs monitor closely. NPS indicates customer satisfaction and how likely people are to recommend your brand.<\/p>\n<p>Organizations use NPS testing in digital products and real-world experiences. We often see physical NPS systems in airport bathrooms or retail stores asking to \u201crate your experience\u201d with three faces representing happy, satisfied\/content, and poor.<\/p>\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" style=\"width: 650px;\" src=\"https:\/\/lh3.googleusercontent.com\/IZkZ3NlfEV73wBnqhX3MIvbSo6LI4hz0BORxWvk9LiVpYGIOJ6R_V_pzrYur7zXsnJiQPQ7ubOphCkMuj7j9WBLJ-UIbTBc9_0vYIrOjRC2jmdEip2JG-syQyvSsvPGL7IMQlWaGNPBTDp-2fSbJIbjIz7CKK2QWrFYaMWvax0dItM8KbVGl25LTC9DgRA\" alt=\"nps testing in stores for better cx\" \/><\/figure>\n<p>UX designers use NPS scores for digital products to identify issues. For example, if people repeatedly score a specific feature poorly, UX teams can research to determine the problem.<\/p>\n<h3 id=\"h-churn-rate\" class=\"wp-block-heading\">Churn rate<\/h3>\n<p><a href=\"https:\/\/www.investopedia.com\/terms\/c\/churnrate.asp\" target=\"_blank\" rel=\"noreferrer noopener\">Churn rate<\/a> is another critical CX metric because it tells organizations the rate at which people stop doing business with you over a specific period, represented as a percentage.<\/p>\n<p>UX teams typically only review churn rates if customers leave a company due to technical issues and poor user experiences.<\/p>\n<h3 id=\"h-error-rate\" class=\"wp-block-heading\">Error rate<\/h3>\n<p><a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ux-metrics-tracking\/#h-error-rate\" target=\"_blank\" rel=\"noreferrer noopener\">Error rate<\/a> is a crucial UX metric because it tells designers where users get stuck or can\u2019t complete tasks, resulting in a poor user experience.<\/p>\n<p>CX professionals don\u2019t necessarily follow error rates. Still, this metric can directly impact churn rates and NPS, at which point marketing and UX teams must collaborate to find a solution fast!<\/p>\n<h3 id=\"h-success-rate\" class=\"wp-block-heading\">Success rate<\/h3>\n<p>The success rate (<a href=\"https:\/\/www.uxpin.com\/studio\/blog\/ux-metrics-tracking\/#h-completion-rate\" target=\"_blank\" rel=\"noreferrer noopener\">completion rate<\/a>) defines how many people complete a specific task. This metric is a gauge for UX designers, particularly after a new release. If the success rate improves, the design is successful; if it drops, there\u2019s a problem.<\/p>\n<p>CX professionals don\u2019t typically follow success rates, but, like error rates, it can affect other CX metrics.<\/p>\n<h3 id=\"h-conversion-rate\" class=\"wp-block-heading\">Conversion rate<\/h3>\n<p><a href=\"https:\/\/www.uxpin.com\/studio\/blog\/how-to-design-your-website-for-higher-conversions\/\" target=\"_blank\" rel=\"noreferrer noopener\">Conversion rate<\/a> is another crucial CX metric indicating the percentage of traffic\/non-paying users converting to paying customers. For example, if 100 people visit a website and 10 purchase a product, your conversion rate is 10%.<\/p>\n<p>UX teams also use conversions against designs and new releases as a success metric. For example, if the design team fixes a problem with an eCommerce checkout, the conversion rate will tell them whether the new release improves conversions.<\/p>\n<h2 id=\"h-how-can-ux-improve-cx\" class=\"wp-block-heading\">How Can UX Improve CX?<\/h2>\n<p>UX is one of the strongest influences on the overall CX. If customers can\u2019t complete tasks or solve problems using a brand\u2019s app, website, or other digital touchpoints, this is a negative customer experience that ultimately results in higher churn, fewer conversions, and lowers CLV.<\/p>\n<h3 id=\"h-make-customer-feedback-easy\" class=\"wp-block-heading\">Make customer feedback easy<\/h3>\n<p>Make it easy for customers to contact customer service or find help. Add a contact link to your <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/footer-design-basics\/\" target=\"_blank\" rel=\"noreferrer noopener\">website\u2019s footer<\/a> and include a help screen in your desktop and <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/mobile-app-design-examples\/\" target=\"_blank\" rel=\"noreferrer noopener\">mobile apps<\/a>.<\/p>\n<h3 id=\"h-design-seamless-cross-platform-experiences\" class=\"wp-block-heading\">Design seamless cross-platform experiences<\/h3>\n<p>Users must be able to complete the same functions across multiple devices and operating systems. Ever wanted to complete a task in a brand\u2019s mobile app, but they find you can only do this via the web application?<\/p>\n<p>This restriction causes frustration for users and may have negative consequences for them, resulting in a poor user experience and customer experience.<\/p>\n<h3 id=\"h-optimize-performance\" class=\"wp-block-heading\">Optimize performance<\/h3>\n<p>Slow load times are incredibly frustrating for users. If users have to constantly wait for screens to load or actions to complete, they will lose trust in the product\/website and find a better alternative. UX designers must collaborate with engineering teams to find solutions to improve product performance and reduce friction in completing tasks.<\/p>\n<h3 id=\"h-cross-functional-collaboration\" class=\"wp-block-heading\">Cross-functional collaboration<\/h3>\n<p>Behind designing, look for ways to collaborate and share information to improve customer experiences with other departments. For example, UX and CX professionals can share data to enrich one another\u2019s personas and journey maps.<\/p>\n<p>Moreover, they can share short videos of their prototypes to collect feedback from marketing teams. A tool like a <a href=\"http:\/\/free-video-editor.com\/\">Free video editor<\/a> makes this possible without much effort, helping teams communicate ideas more clearly.<\/p>\n<p>Designers can also include marketing team members in <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/design-sprints\/\" target=\"_blank\" rel=\"noreferrer noopener\">design sprints<\/a> to gain more customer experience insights and improve design projects.<\/p>\n<h3 id=\"h-advocate-for-design\" class=\"wp-block-heading\">Advocate for design<\/h3>\n<p><a href=\"https:\/\/www.uxpin.com\/studio\/blog\/what-is-design-advocacy\/\" target=\"_blank\" rel=\"noreferrer noopener\">Design advocacy<\/a> is a strategy for educating an organization about <a href=\"https:\/\/www.uxpin.com\/studio\/blog\/stages-design-thinking-process\/\" target=\"_blank\" rel=\"noreferrer noopener\">design thinking<\/a> and user experience. Design advocates also promote wins for the department\u2013like demonstrating how a design project improved CX metrics.<\/p>\n<p>Design advocacy is essential because it increases the department\u2019s value, making it easier to secure resources for better tools and systems, ultimately improving user experience and CX.<\/p>\n<p>Improve your user experiences across every touchpoint with UXPin. <a href=\"https:\/\/www.uxpin.com\/sign-up\" target=\"_blank\" rel=\"noreferrer noopener\">Sign up for a free trial to discover<\/a> how code-based design can revolutionize your product development workflows to deliver better user experiences to your customers.<\/p>\n<div class=\"wp-block-button is-style-fill\"><center><a class=\"btn btn-flat btn-large btn-content-width\" href=\"https:\/\/www.uxpin.com\/sign-up\" target=\"_blank\" rel=\"noopener\">Try UXPin for free<\/a><\/center><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Don Norman, the founder of the Nielsen Norman Group and former Apple VP, coined the term user experience or UX in the 90s. Almost two decades later, Tony Hillson from Service Design in New Zealand came up with customer experience or CX. Many people incorrectly use CX and UX interchangeably, but these describe different levels<\/p>\n","protected":false},"author":3,"featured_media":37746,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,18,172,6],"tags":[],"class_list":["post-11330","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-process","category-product-design","category-ux-design"],"yoast_title":"The Difference Between CX and UX","yoast_metadesc":"Know the difference between customer experience and user experience. Learn useful UX techniques for improving CX.","acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.9 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Difference Between CX and UX<\/title>\n<meta name=\"description\" content=\"Know the difference between customer experience and user experience. Learn useful UX techniques for improving CX.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.uxpin.com\/studio\/blog\/customer-experience-vs-user-experience-why-the-difference-matters\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience vs. User Experience \u2013 Why the Difference Matters\" \/>\n<meta property=\"og:description\" content=\"Know the difference between customer experience and user experience. Learn useful UX techniques for improving CX.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.uxpin.com\/studio\/blog\/customer-experience-vs-user-experience-why-the-difference-matters\/\" \/>\n<meta property=\"og:site_name\" content=\"Studio by UXPin\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-30T09:32:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-25T06:10:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2022\/11\/UX-vs-CX.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"UXPin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@uxpin\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"UXPin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/\"},\"author\":{\"name\":\"UXPin\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#\\\/schema\\\/person\\\/e0326509b38ce2a3ce62e40ddde9cf8e\"},\"headline\":\"Customer Experience vs. User Experience \u2013 Why the Difference Matters\",\"datePublished\":\"2022-11-30T09:32:08+00:00\",\"dateModified\":\"2026-08-25T06:10:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/\"},\"wordCount\":1721,\"image\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2022\\\/11\\\/UX-vs-CX.png\",\"articleSection\":[\"Blog\",\"Process\",\"Product Design\",\"UX Design\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/\",\"url\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/\",\"name\":\"The Difference Between CX and UX\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-experience-vs-user-experience-why-the-difference-matters\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2022\\\/11\\\/UX-vs-CX.png\",\"datePublished\":\"2022-11-30T09:32:08+00:00\",\"dateModified\":\"2026-08-25T06:10:23+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#\\\/schema\\\/person\\\/e0326509b38ce2a3ce62e40ddde9cf8e\"},\"description\":\"Know the difference between customer experience and user experience. 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