UX and CX

A lot of people still struggle to understand what is UX and UI or even what’s the difference between them but, now there CX. This is my humble attempt to explain this with my own experience with Paytm.

Problem
when I tried to pay my electricity bill via Paytm It asked for 10 digit customer code and mine has 14! I thought it’s a bug or something got slipped through initial research So, I tried to contact Paytm support, but, to my surprise, one can only contact Paytm with regards to earlier made payment! There wasn’t any other option,
I met a dead-end in my UX journey.

CX to the Rescue
After waiting for months an idea finally hit me, I simply chose one of my earlier payment and in my first message itself, I told them that there is nothing wrong with the payment and I explained my predicament. the support team responded with great care, they asked me to send photos of the bill. kept me updated of the situation and finally disposed my support request that they contacted my operator and it’s the issue at the operator’ end.
Even though they didn’t say anything about resolving this, it got fixed within in a month or so !! it turns out that our electricity operator has two different types of account one has 10 digits and another one has 14.

Now informing me that they are working on a solution or of the new release with a solution would’ve made it an absolute victory. I still chalk this to win.

So in simple words CX ventures beyond User experience of the product. It shapes the experience between the company and the end-user of the product, in other words, customer experience.