What's In A Name? Between CX and UX, A Lot

The Folly Of A UX Youth

Several years ago, when I was writing my book, The User Experience Team of One, I tucked the following footnote into an early draft:

"An alphabet soup of acronyms have been adopted as shorthand for user experience. Which one you use depends largely on what term your organization or local professional community has adopted to talk about user experience. Though they vary quite a bit, all tend to be variations on the theme of “experience.” Among them: UX (user experience), XD (experience design), UE (user experience, again), CX (customer experience), and CE (customer experience, again). Though the acronyms differ, they all pretty much refer to the same thing."

I then sent my manuscript to a handful of colleagues who had kindly volunteered to proof it. One keen reviewer spotted my footnote and immediately called me out on it. He wrote:

"I think it’s an oversimplification to say that UX and CX ‘pretty much refer to the same thing.’ Particularly in the current environment where UX is growing up and the worlds of UX and CX are starting to collide. Anyone who knows the difference between the two may find the statement a bit too much of a ‘dumbing down’ of an important distinction and set a wrong tone. I think it’s worth just making clearer that there is a distinction, although they are both essentially centered around the users and their experiences."

 

Oh, Yeah, They're Different

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