Let’s first define the two…
The experience the customer will have across all touch points (online and offline), covering the relationship between the customer and the brand, from sales to operations, phone call to online interaction.
UX focuses on the touch points with a digital interface, each a subset of the brand. UX encompasses how the digital experience makes a user feel and how usable that experience is throughout the entire process, before during and after.
Collaboration of UX and CX
Depending on what the customer or business requires, the work of the CX and UX person will overlap. In order to achieve a seamless experience the UX designer must first understand how the user will interact with the various touch points by gathering research, design and development material and aligning it to the customer journey map.
Collaborating together on the customer journey we can create experiences that enable contextually aware data to be gathered, understand the goal of the customer, what the user wants to achieve and ensure they enjoy a seamless experience from start to finish, whether they are online or offline.
So what do we call this holistic experience? Service design.