Contrary to popular belief, customer experience and user experience are not the same thing, in fact they are completely different.
User experience deals with the interaction of a user with a product or service. Customer experience however, is much broader and deals with challenges like how to turn the customer into a client. It focuses on the journey that a customer undertakes when finding out about, engaging with, and investing time and money in your product or service.
User experience is about delivering a seamless interaction through a product or service, whereas customer experience is about understanding and delivering the value that will engender conversion, retention and loyalty.
We understand business drivers, and the strategic importance of an optimized customer or client experience.
We are well equipped to help you deliver a best in class experience through diligent research, service design, ecosystem mapping and system thinking.
Let DFFRNT help you map and optimize your customers’ experience.