The realm of CX and UX is a constantly evolving paradigm with components morphing and interchanging as exponents and experts rapidly iterate what each actually is.\u00a0 UX has expanded and evolved from being a digital extension for HCI and industrial design into the broader world of CX.<\/p>\n
It was supposed that UX was a subset of CX, with the latter more of the physical world.\u00a0 But is it that simple anymore?<\/p>\n
We know that an organisation can no longer simply offering a product or service and expect to compete or cut through.\u00a0 Convenience is already king.\u00a0 In order to compete with an unique offering, a transformative experience must be on offer.\u00a0 In that way you can truly differential your brand, de-commoditise your offering, add value and increase market share, etc.\u00a0 No longer do you risk being a \u2018me-too\u2019 purveyor of goods and services.\u00a0 Instead, the experience you offer your customers becomes an unique standard bearer for your brand.<\/p>\n
UX is now being taught with a major Service Design component, itself moving away from a purely digital domain.\u00a0 Video prototyping is becoming mainstream.<\/p>\n
Customers expect an integrated offering that cuts across delivery channels and devices, with a streamlined, seamless experience that is both fast and provides the ultimate in convenience.<\/p>\n
So, an overarching vision is required to encompass the whole experience paradigm.\u00a0 This is about more than just touchpoints.\u00a0 It needs to bring customers\/users and employees together in an holistic experience with an overarching brand\/organisational strategy that delivers solutions perceived by individuals as personal, whilst delivered practically in a way that matches the norms and values of all those involved.\u00a0 In this environment is it meaningful to differential between customer and users in the context of experience?<\/p>\n
Whilst this may be the current direction of travel, one thing that we can be sure of is that this will shift and evolve in ways not yet clear.<\/p>\n
Howsoever this develops, user research will still be at its core, not just strategically, but also feeding back to the CX\/UX vision, iteratively.\u00a0\u00a0 Customers and users neither differentiate between each other, nor between experiences in silos.\u00a0 For them CX = UX = the seamless whole.\u00a0 Well designed, high-quality user research can bridge any conceptual gaps and deliver synergistic insights to unify the delivery of solutions.<\/p>\n","protected":false},"excerpt":{"rendered":"
The realm of CX and UX is a constantly evolving paradigm with components morphing and interchanging as exponents and experts rapidly iterate what each actually is.\u00a0 UX has expanded and evolved from being a digital extension for HCI and industrial design into the broader world of CX. It was supposed that UX was a subset … Continue reading Customer Experience (CX) or User Experience (UX)<\/span>