Experience Consultancy recombines UX and CX

Ever since the data view (Customer Experience) and the human view (User Experience) were divorced the fallout has been a poor experience for everyone.

There are many reasons for the break up and both parties are to blame, both wanted more independence as they became more and more complex, they naturally evolved away from each other. But they forgot the essential truth being together in partnership provided clients with a complete picture so they could make decisions.

CX is focused on what is happening (provided the tagging and data gathering methods target the right data), while UX is focused on why (from a demographic, ethnographic and human psychology perspective) and what the solutions could be to resolve or refocus the current situation. I was recently interviewed by Forester Research based around my community engagement in CX and UX for many years and I expressed that the process for reuniting was well underway.

The question in such a complex renegotiation and unification is will there ever become one unified process to provide clients with the full picture they used to have? Or will ownership and rights become the centre of every discussion, hard to say, but I for one won’t get a goods night sleep until the late night rows stop.