{
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    "title" : "Customer Experience and User Experience Professionals – A Match Made in Heaven! |Digital.gov",
    "description": "Customer Experience and User Experience Professionals – A Match Made in Heaven!",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/08/customer-experience-and-user-experience-professionals-a-match-made-in-heaven/index.json","item" : [
    {"title" :"Customer Experience and User Experience Professionals \u0026#8211; A Match Made in Heaven!","summary" : "Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX).","date" : "2015-05-08T09:50:44-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ktrebon" : "Karen Trebon"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management",
            "user-experience" : "User experience"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md",
      
      "filepath" :"news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md","slug" : "customer-experience-and-user-experience-professionals-a-match-made-in-heaven","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/08/customer-experience-and-user-experience-professionals-a-match-made-in-heaven/","content" :"\u003cdiv class=\"image image-right image-right-legacy\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/05/600-x-400-0-two-yellow-puzzle-pieces-TongRo-Images-TongRo-Images-Thinkstock-871735781.jpg\"\n    alt=\"Two yellow puzzle pieces on a wooden table.\"/\u003e\u003cp\u003eTongRo Images, Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\u003cp\u003eRecently, \u003ca href=\"https://www.forrester.com/leah-buley\" title=\"Link to Forrester research and bio Leah Buley \"\u003eForrester Research analyst Leah Buley\u003c/a\u003e wrote a \u003ca href=\"http://blogs.forrester.com/leah_buley/15-04-24-whats_in_a_name_between_cx_and_ux_a_lot\" title=\"Link to Leah Buley Forrester Blog Post\"\u003eblog post\u003c/a\u003e and report that reminded me of \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/07/user-experience-ux-vs-customer-experience-cx-whats-the-dif/\" title=\"DigitalGov article on customer experience vs. user experience\"\u003eour “what’s the diff?” article on customer experience vs. user experience\u003c/a\u003e. In them, she describes the difference between \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/08/monthly-theme-how-federal-contact-centers-deliver-great-customer-service/\" title=\"Digital Gov material on customer experience\"\u003ecustomer experience\u003c/a\u003e professionals (CX) and \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/user-experience/\" title=\"Digital Gov material on user experience \"\u003euser experience\u003c/a\u003e professionals (UX).\u003c/p\u003e\n\u003cp\u003eA Forrester survey found that about 40% of the time, CX and UX are formalized functions in a corporation. That’s good news, but they are only a joint operation about 10% of the time. Corporations like Discover and Kohl’s follow this model. For the ones that don’t, CX is often housed in the marketing department, while UX is in the technology or product division.\u003c/p\u003e\n\u003cp\u003eBut are CX and UX professionals like lovers destined to remain apart? Or can there be a happy ending to this movie? Here are Forrester’s findings on the subject:\u003c/p\u003e\n\u003ch2 id=\"similarities\"\u003eSimilarities\u003c/h2\u003e\n\u003cul\u003e\n\u003cli\u003eCX and UX professionals both have key roles in strategy, customer understanding and governance, guidelines, and policies.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"differences\"\u003eDifferences\u003c/h2\u003e\n\u003cul\u003e\n\u003cli\u003eCX professionals drive measurement and culture. They often have a MBA, and a background in program management, operations management or quantitative analysis.\u003c/li\u003e\n\u003cli\u003eUX pros drive design, so their background is often in that, or human computer interaction. They use processes such as user research, \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/11/14/ideation-challenges/\" title=\"Digital Gov material on ideation \"\u003eideation\u003c/a\u003e, iterative design, prototyping and end user validation. They know design trends, standards and best practices, and are adept in working with software development teams.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"how-can-they-work-better-together\"\u003eHow Can They Work Better Together?\u003c/h2\u003e\n\n\n\n\n\n\n\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n        src=\"https://s3.amazonaws.com/digitalgov/business-people-collaborate-puzzle-jrcasas-istock-thinkstock-460134765.jpg\"alt=\"Illustration of two excited business people collaborate with puzzle pieces.\"/\u003e\u003cp\u003ejrcasas, iStock, Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cul\u003e\n\u003cli\u003eStop talking about CX vs. UX, and focus instead on \u003cstrong\u003ethe work that needs to be done\u003c/strong\u003e.\u003c/li\u003e\n\u003cli\u003eCreate a regular way for CX and UX to come together and align efforts. Start simple, with invitations to meetings or conference calls. Bigger efforts to consider later include a Customer Experience Council, and/or connecting CX and UX budgets.\u003c/li\u003e\n\u003cli\u003eFile artifacts electronically in one place, such as data and research about customers. CX and UX professionals are both interested in customer feedback forms, web analytics, tweets, blog comments and email delivery stats.\u003c/li\u003e\n\u003cli\u003eFocus on more than digital. For example, CX professionals looking to improve \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers/\" title=\"DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers\"\u003einteractive voice response\u003c/a\u003e (IVR) at their \u003ca href=\"https://digital.gov/communities/government-contact-center-council/\"\u003econtact center\u003c/a\u003e can collaborate with UX professionals on problem framing, iterative design and testing, and measurement against the baseline.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eHas your agency blended your CX and UX teams? How did it work out? What were the obstacles, if any, and how did you overcome them?\u003c/p\u003e\n"}
  ]
}