Summary
Customer experience (CX) and user experience (UX) have similar names and goals but very different approaches. And as yet, there is no standard operating model for how they should work together. While technology brings fast-moving threats from challengers that see digital and CX as fundamentally intertwined, CX and UX pros remain disconnected in many firms and separated by a digital divide. This holds customer experience professionals back from seeing and delivering customer journeys in increasingly digital terms. This report presents a model for how CX pros and UX pros can work together to leverage the best of both disciplines, while preserving their distinct strengths.
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