User experience (CX) is the experience or feeling the USER gets from interacting with a product, service, or company brand in a digital environment.
User experience (CX) and customer experience (UX) are concepts that can be synonymous in some sense. However, they have differences. User experience refers to all the experiences that the USER has with a product, service, or brand, which means that it refers mostly to digital products where there are users. Contrary customer experience refers to all touchpoints a CUSTOMER has with the product, service, or brand (even though a lot of interaction can be digital, eg, web, social media, or VR … not all the interaction will be online. Customer experience also includes the personal interactions, the entrance to the building, how they feel, and what they think about it.
Companies that want to improve their user experience need to look at the whole customer journey and figure out where their users get lost and fix it. For example, your user has a problem finding your contact information on your website, so the user will not contact your company at all and go to the website of your competitor.
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