While user experience (UX) and customer experience (CX) can be used interchangeably, it’s important to understand that there are some significant differences.
UX refers to the way that people interact with your product and how they report that interaction. Generally, we measure user experience by the bounce rate, how long it takes to complete a task, error rate, click to completion, etc. The main objective here is to learn from users interacting with your product so you can increase product development.
CX is about how your customers interact with the brand itself. Customer experience measures how happy customers are with your business as a whole. To examine your customer experience, you’ll want to see if customers continue with your service or make additional transactions. Professionals will analyze in-person interactions as well as digital and on the phone.
How the Two Overlap
Simply put, the customer experience involves user experience. Since customer experience is based on how satisfied the client/customer is, it would make sense that the user’s interaction with the product is integrated into the brand/product experience.