UX vs CX: Which is more important?

This is a false dichotomy. People who interact with an organisation are service users, whether they’re prospects or existing customers and regardless of how they choose to interact.

User Experience generally overlaps with service design these days and if you’re designing digital interactions in isolation, you’re doing UX wrong.

“Customer Experience” and “User Experience” are exactly the same thing, different people and different groups use different terms for the holistic system of interactions that an individual can have with an organisation.

Also, when talking about research “studies have shown” is not sufficient. Which studies? Why should we take your word for it? Writing that “86% would pay more for a better experience” is pretty useless to your reader and given the strange claims elsewhere in this article I’m certainly not going to cite it here with any of my clients.

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