Knowing what your customers' experience is with your product, business or service opens the door to endless possibilities for improvement for brands, and this is what ' customer experience ' is all about, a discipline that is in expansion. If you don't know exactly what UX is , in this article you will find the keys to its importance in 21st century companies.
That moment when you access Netflix, log in with your username… Et voilà! The platform has selected series and films for you based on the other audiovisual products you have consumed. And it is right with what it suggests! Here you have an answer to what UX is . Or that moment when you receive the toy catalogue and you are happy to discover that the images of toys are no longer associated with a specific sex. This is taking care of the customer experience ! These examples are the keys to understanding what UX is and why we are facing a booming business strategy that requires specialized professionals to establish master plans.
What is Customer Experience?
The Anglo-Saxon term speaks for itself: Customer iran whatsapp data Experience, what the user experiences when accessing a product/service offered by your brand. Customer Experience is today recognised as an essential discipline for any company, regardless of the sector, as any business could improve everything surrounding the experience of purchasing/consuming a material/intangible good.
So, at this point, we could answer the question like this: what is UX ? What is CX ? Both are about how to build a positive relationship between the consumer and the brand, an aspect that generates value for companies and leads to increased sales.
“ Customer Experience is the memory that is generated in the mind of the consumer as a result of their relationship with the brand .” This is the definition of the term given by the Association for the Development of Customer Experience (DEC), a non-profit professional organization that is committed to promoting and implementing practices that lead to excellence in customer experience . Taking into account the existence of this group, it is easy to deduce that this is a discipline that is growing in value within corporate structures and that is where an interesting niche of work opens up for those who want to specialize in this subject.
What is UX and how is it different from UI?
There are several terms to keep in mind when talking about customer experience in business.
CX , which refers to customer experience .
UX , user experience . In this case, the term relates to the relationship established between consumers and the physical or digital products and services of the company – whether they are easy to access, simple to use, intuitive to navigate, for example.
UI . In this case, the reference is to the user interface , which encompasses what the consumer perceives from a platform and this significantly influences the final result, in the overall picture. In short, what is the customer experience of a person in relation to a brand (CX).