CX vs. UX: The Path to Elevating Customer Satisfaction

16 Nov


Dive into a fascinating debate: CX (Customer Experience) vs. UX (User Experience). Are they the same or different? Our blog explores their origins, differences, and challenges in implementation, with real-world examples.
Join us to learn how CX and UX can boost customer satisfaction and business success. Let's explore some new pointers in this intriguing article together!

Understanding the Origin of User Experience (UX)

User Experience (UX) as we understand it today was given the name by Don Norman back in 1993 when he was at Apple Computer.
He discusses the history and current usage of the term in detail. It's important to know that the ideas and practices behind UX design have been around for a long time, even before the term was coined in the 1990s.
You can learn more about this topic in Don Norman's discussion here.

Understanding UX (User Experience)

User Experience (UX) is like taking a close look at how we feel when we use something, whether it's a website, app, or even a physical thing. It's about making everything simple, fun, and efficient for us.
While Customer Experience (CX) covers our whole journey with a brand,
UX focuses on making sure every step feels right.

Understanding the Origin of Customer Experience (CX)

Lewis "Lou" Carbone is the person who came up with the idea of "customer experience." He's often called the pioneer of the whole experience revolution.

His influential 1994 article in Marketing Management magazine, "Engineering Customer Experiences," is viewed as the foundational piece in the customer experience discipline.

Understanding CX (Customer Experience)

Customer experience (CX) is like a journey where you, as a customer, go through different feelings, thoughts, and actions from the moment you think about buying something.

Imagine it as a big picture that includes everything you feel and do when you interact with a brand, whether it's before, during, or after you buy something.

The cool thing about CX is that it's all about making sure every interaction you have with a brand feels great and makes you want to come back for more.

Diving Deep: Unraveling the Differences Between UX and CX

While both UX and CX share the objective of enhancing customer satisfaction, they differ in scope and focus. CX encompasses the entire customer journey, whereas UX is product-centric. Key differences include:

Differences Between UX and CX

These distinctions highlight the different scopes, focuses, and objectives of UX and CX, emphasizing their complementary roles in delivering exceptional customer experiences.

CX and UX Integration: Building Bridges to Exceptional Experiences

  • CX is the big picture of how customers feel about a company.
  • UX, being a part of CX, ensures specific parts, like websites or apps, are easy and pleasant to use.
  • While CX sets the overall approach for the customer's entire journey, UX refines specific interactions or touchpoints.
  • Their close partnership ensures that customers have a great experience every step of the way.

Challenges in Implementing CX and UX Strategies


Implementing CX and UX strategies can be challenging. Some common hurdles are:

  • Team Silos: When CX and UX teams operate separately, it can lead to uncoordinated efforts and inconsistent customer experiences.
  • Incomplete Data Views: Without integrating information from all customer touchpoints, companies might miss the bigger picture of the customer's journey.
  • Undervaluing Employee Experience: Exceptional CX and UX can't be delivered unless companies also focus on their employees' experiences and well-being.

A Real-World Example of CX and UX

Here are some more examples of websites that excel in providing both a great User Experience (UX) and Customer Experience (CX):



UX: Google's homepage is famously minimalistic and easy to use. The search engine's speed and accuracy are unparalleled, offering an excellent user experience.

CX: Google's customer experience is enhanced by its dedication to user privacy, security, and reliability. Additionally, the availability of various useful services like Gmail and Google Drive contributes to a positive overall experience.



UX: Starbucks' mobile app simplifies ordering and payment, allowing customers to customize their drinks and earn rewards seamlessly.

CX: Starbucks prioritizes creating a welcoming in-store atmosphere and offers excellent customer service, enhancing the overall coffeehouse experience.



UX: Canva provides an intuitive interface for crafting graphics, presentations, and marketing materials, complete with diverse templates and customization tools.

CX: Canva offers a lot of helpful learning materials, tools that make it easy to work with others, and really good customer support. This means that people who use Canva, whether they're using the free version or the paid one, have a great experience with the platform.



UX: Airbnb's platform provides a visually appealing and intuitive design for both hosts and guests to list, find, and book accommodations worldwide.

CX: Airbnb offers exceptional customer support, a transparent review system, and a sense of community, creating a positive experience for users throughout their journey.

These examples highlight that both UX and CX are crucial for building strong customer loyalty and ensuring the success of a product or service.

Why Choose illuminz For UX and CX Services- Our Success Story?

In the ever-changing landscape of business, User Experience and Customer Experience play pivotal roles in achieving success. illuminz not only recognizes this but also excels in delivering transformative solutions. Our case study tells the story of a company similar to yours, BSSET. They decided to create a brand new website that offers an awesome user experience.

Through meticulous planning, innovative design, and expert optimization, BSSET achieved remarkable results - a substantial increase in user engagement, a significant reduction in bounce rates, and, most importantly, a substantial boost in conversion rates.

This success story shows the real difference our knowledge in UX and CX can make for businesses like yours. At illuminz, our aim isn't just to meet your hopes but to go beyond them, making your brand's online journey shine even brighter.

Conclusion: CX and UX are like two peas in a pod. CX looks at the big picture, while UX focuses on the finer details. Together, they craft experiences that keep customers smiling, boost your business, and make your brand stand out.

Frequently Asked Questions on UX vs CX

Ques 1: What is the primary goal of Customer Experience (CX)?

Ans: The main goal of CX is to offer a smooth, consistent, and delightful experience for customers throughout their journey with a brand, ultimately fostering loyalty.

Ques 2: Are customer service and customer experience the same?

Ans 2: No, they're different. Customer service focuses on specific touchpoints where support is given, while customer experience covers the full spectrum of interactions a customer has with a brand.

Ques 3: What are some common challenges in implementing CX and UX strategies?

Ans: Implementing effective CX and UX can be challenging due to organizational barriers, fragmented data, and neglecting the importance of employee experience. Each can potentially disrupt the desired customer journey.

Learn More

Ready to elevate your brand's User and Customer Experience? Contact us today for a personalized consultation