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From UX to CX – Improving the Customer Experience November 2017 | View Online
From UX to CX – Improving the Customer Experience
 

From UX to CX – Improving the Customer Experience

For many years I've been talking about user experience, to the point that some people don't want to show me their new gadget because they don't want my comments on the user experience. Similar to the concept of "User eXperience" in software design, the "Customer eXperience" is a marketing term with a commerce weighting that refers to the intangible outcomes of a customer's interactions with an organization.

The interactions cover:

  • The customer's journey
  • The ways the customer interacts (or wants to interact) with the organisation
  • The environments the customer experiences (for our customers, mostly social media)

When writing my talk about Customer eXperience, I started feeling that the process for us was influenced a lot from my experience coaching software teams doing their DevOps better. Just as DevOps is a series of practices that automate and enhance collaboration between software devs and IT pros, providing a good Customer eXperience can be achieved through automation, integration, tools, and finally, collaboration between the customer and the business.

Keep reading to learn more about the Customer eXperience, and the best tools you should be using.

- Adam Cogan, SSW Got a comment for Adam?
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