Do you distinguish between CX and UX? They are often confused. Now we will explain why they are not the same.

Customer experience and user experience are fundamentally different concepts. They complement each other, but are not interchangeable. How they differ, not everyone knows. Therefore, CX vs UX are often used interchangeably.

The confusion arises from how application developers and website owners understand the word "client". They think our users are our customers, so user experience (UX) and customer experience (CX) are one and the same. Is it so?

No, actually. UX and CX differ from each other, and it's important to understand exactly what exactly, of course if you want people to be happy with your product and brand. Well, let's figure it out.

What is User Experience?

User experience is defined by how a person interacts with a product: an application, software, or website.

Product design and its interface (usability, navigation, visual hierarchy, information architecture, and so on) work on user experience, making it positive or negative.

Accordingly, UX design is the design of products that are intuitive, simple, and enjoyable to use that solve the user's problems in the most convenient way.

User Experience is measured using metrics that reflect the functionality and usability of an app, software, or website.

What is customer experience?

Customer Experience is much broader than user experience. CX is defined by how a person interacts with the company in general, and not just with its products.

An app, software, website, or other product, of course, represents your brand, but is not equal to it, and therefore does not overwhelm the customer experience.

After all, people see not only the company's product. This is just one of the points of contact. And then there are ads, social media channels, marketing materials, sales process, pricing, service, tech support, and so on.

Thus, customer experience is a generic term that encompasses all channels and touchpoints with a customer, and behind it is how people perceive the organization and its services as a whole.

Therefore, customer experience is measured using metrics that reflect the “common picture”.

UX studies are carried out for individual users or for small groups of them; CX studies cover many clients at the same time. In such cases, you can contact an automated testing company, because it helps to achieve high quality, although at the moment it has not yet completely replaced manual tests. This is due to the fact that users can perform completely unexpected actions that are difficult to account for in automated tests.



Customer experience includes user experience. It is important to build both correctly, because today it is the quality of service (CX) that most distinguishes brands from competitors, and user experience (UX) is an extremely important part of it.

According to research, almost a third (32%) of consumers said that they would abandon their favorite brand, once they let them down, and 59% will give the company a second or third chance. Plus, customers are willing to pay 16% more for better service.

Good UX design is important because it allows the user to evaluate your site or application in seconds: whether it is easy to use, functional, pleasing to the eye, easy to navigate, and finally, whether it will solve its problem. In other words, is it worth spending your time on them now and then?

A good customer experience is important because it sets you apart (and therefore your offerings) in a competitive marketplace where consumers choose from a variety of products that are similar in many ways to yours.

Thus, UX is one of the factors that most impacts overall CX. And the ultimate success of the business depends on both. Deficiencies of both degrade the quality of service. Therefore, companies must continually improve UX and CX in order to remain competitive and delight their customers.