The technology and design world loves acronyms. We often find ourselves buried in new terminology and methodologies that seemingly bubble up from nowhere. These new terms more often than not mean different things depending on who you ask. This is why there is sometimes confusion in the actual implementation of good methodologies, resulting in poor outcomes *cough* agile *cough*.
So let’s dive into the top three in our industry.
Customer experience or CX as it’s commonly referred to; is defined as a customers interaction with an organization through one of three experiences:
- The customer journey
- Brand touchpoints
- Environments (online, offline)
CX is often referenced in the tech and design world but the overall strategy should be a core pillar within organizations. It has much more to do with branding, positioning, service design, user journeys and organizational culture than design alone.
The merging of the marketing and branding function with CX and digital channels is more of a recent development (read more here).
CX has become an increasingly more popular search term as of late. However, it’s been around for a long while. It’s a term we have been hearing more often within organizations over the last few years as the customer journey and brand touchpoints have started expanding into the digital space.
The graph below shows the global search popularity of CX, UX, and UI over 5 years.
It’s interesting to see that CX as a search term in popularity has been steadily increasing over the last 5 years and actually is a topic that's searched significantly more than UX.
Blue: CX / Red: UX / Yellow: UI