It's only been about 3 months since I realized that I'm a Customer Experience professional disguised as a User Experience designer. I've always been a CX professional - even early in my career.
And I wonder if many frustrated UX professionals are also CX professionals in disguise?
Many years ago when I was leading a Web team, I realized how much we were contributing to defining and refining processes. I couldn't understand how our work wasn't taken more seriously. Web teams I worked on were leading branding efforts, workflow efforts, automation efforts. But yet, the Web remained a channel within a business team (marketing or product) rather than emerging as a team that was evolving the business. We were like consultants, proposing changes to a business but never having enough ownership claim to make the changes. It was discouraging.
And I often watch UX teams proposing great changes to make a user's experience with the company on the Web site better, but they are limited because the internal systems don't work that way or the business doesn't work that way. Change rarely happens because the right conversations aren't happening. We keep talking about users on a site rather than customers and buyers in an organization and how a change could benefit everyone and contribute to the bottom line.
I want to explore:
- Why some UX people are CX people (and vice versa)
- This separation of UX and CX and UX being a part of CX
- Did CX grow out of UX?
- Why UX needs revenue responsbility (I believe CX can do this)
- Why the Web didn't transform and evolve companies in the way it could have
- and more
I invite you participate in the discussion this week and potentially next (feel free to start contributing your thoughts about this now). Stay tuned for the discussion - each day it will be a slightly different topic.