The boostCX Blog

To build a successful and lasting business, you must understand every single step of the customer's journey. From the first ad they see to the moment they call your support team, each interaction helps shape their perception of your brand and your business. A common point of confusion for many businesses that hope to better understand the customer journey and make improvements is understanding the key differences between Customer Experience (CX) and User Experience (UX), and knowing how these two concepts work together to impact your business.
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Customer Experience (CX) is the broad, comprehensive perception a customer has of your brand and business. It’s the combination of all customer interactions with your company, including your marketing, the sales process, the checkout process, your product or service, your customer support, and your billing. Customer experience is about the entire customer relationship from start to finish and the feeling your brand evokes among your customers.
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User Experience (UX) is a more specific component of the customer journey that focuses on a customer's interaction with a single product or digital interface. User experience is all about the usability, accessibility, and efficiency of your website, mobile app, or software. A good UX  helps ensure that a product or service is easy, intuitive, and enjoyable to use.

Customer Experience vs. User Experience

These terms are often used interchangeably - but UX and CX are different aspects of the customer journey, representing the many distinct ways customers interact with your business. Think of it this way - User Experience (UX) is a part of the larger Customer Experience (CX). A customer may have a great user experience with your mobile app but a terrible customer experience because of a surprise fee on their bill.

CX vs. UX: Scope

Customer Experience has a higher, macro-level scope that encompasses the entire customer lifecycle and all customer touchpoints with your brand that include advertising, in-store, support calls, billing, and more. User Experience has a micro-level scope and focuses specifically on the interaction with a single product, like your website or app.

CX vs. UX: Focus

The primary focus of CX is on the overall perception of your brand, customer loyalty, and the customer relationship. The focus of UX is on usability, functionality, and ensuring the customer can complete a specific task easily and efficiently with your products or services.

CX vs. UX: Elements

Key elements of many customer experience management platforms include things like customer service quality, pricing transparency, brand reputation, and marketing promises. UX elements include information architecture, navigation, clean visual design, button placement, and page load speed.

CX vs. UX: Practices

CX is managed through practices like customer journey mapping, voice-of-the-customer (VoC) programs, and tracking Key Performance Indicators (KPI) like Net Promoter Score (NPS) and Customer Lifetime Value (CLTV). UX is managed through practices like user research, wireframing, prototyping, usability testing, and tracking KPIs like task success rate.

CX vs. UX: Relationships

CX aims to build a long-term relationship with the customer, build brand loyalty, and lead to brand advocacy. UX aims to build a functional and effective relationship between the user and the product, ensuring that it is a helpful tool that solves the customer’s problem.

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READ MORE: Differences Between Customer Experience and Customer Service 

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Understanding the differences between User Experience and Customer Experience is the first step toward creating a positive and memorable journey for your customers. You can’t have a great CX without a good UX - but a good UX alone may not be enough to guarantee customer loyalty. Smart businesses will manage both.
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Contact boostCX today for a demo and learn how our customer experience management platform can help you gather feedback from every touchpoint and turn feedback into action!

People need to be the focus of your business. They are the ones that pay for your products and services, and that reality makes the customer experience an important element of any business strategy. Businesses that are interested in enhancing their customer experience may want to know - what is the value of a human-focused customer experience? 

Why Choose a Human-Focused Customer Experience?

A human-focused customer experience prioritizes empathy, understanding, and an authentic connection in every customer interaction - whether that interaction is digital or in-person.
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This strategy is about designing customer journeys that make customers feel heard, valued, and cared for, rather than just another number. In the modern and competitive landscape, where products and services are widely available, the experience itself becomes the most powerful differentiator. This approach is important because it recognizes that positive emotional connections drive stronger brand loyalty and sustainable business growth.

Top 5 Benefits of a Human-Focused Customer Experience

Businesses can create a human-focused customer experience by actively listening to feedback, training employees to be empathetic, personalizing interactions, and creating seamless transitions between self-service and human support. For example - a banking app that allows for quick self-service but always provides a clear, easy path to speak with a human agent for complex issues demonstrates a human-focused strategy.

1. Increased Customer Lifetime Value (CLTV)

When customers feel valued and understood, they are far more likely to remain loyal to a brand over the long term. This long-term relationship translates directly into a higher Customer Lifetime Value, as loyal customers who feel valued will continue to purchase and engage with your company.

2. Increased Revenue and Growth

A positive, human-focused customer experience encourages repeat business and leads to customers spending more money with your brand on your products and services. Happy customers are far more inclined to purchase additional products and services over time, that have a direct impact on revenue growth and create future expansion opportunities.

3. Improved Engagement with Customers

By treating customers as individuals and approaching customer interactions with empathy, businesses can build a strong foundation of trust. This trust encourages open communication, makes customers feel comfortable providing feedback, and deepens their overall engagement with your brand.

4. Reduces Acquisition Costs for New Customers

Satisfied and loyal customers become advocates for your brand, sharing their positive experiences with family and friends through word-of-mouth referrals. This organic promotion is free and reduces the need for expensive marketing and advertising efforts to acquire new customers, lowering overall acquisition costs.

5. Provides an Edge Over Competitors

In markets where your products or prices might be similar to your competitors, a consistently human-focused customer experience can help make your business stand out. It creates powerful brand advocates who actively recommend your business, differentiates you from competitors, and creates a sustained competitive advantage.

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READ MORE: How To Turn the Customer Experience into Financial Success

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The value of a human-focused customer experience is undeniable and leads to stronger relationships, increased profits, and a competitive edge. Are you ready to make your customers the focus of every interaction and transform your business?
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Contact boostCX today to learn how our customer experience management platform can help you build a human-focused CX strategy!

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The utilities industry is often characterized by necessity rather than customer choice, but providing a positive customer experience (CX) in this sector is not just a nice-to-have – it's vital. Utilities providers face unique challenges, from managing essential services and infrastructure to navigating regulatory environments and public perception.
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A superior customer experience helps build trust, reduces operational costs associated with service calls and complaints, and supports public relations during outages or crises. This makes it critical for companies to understand the most important customer experience KPIs in the utility industry and how they can be applied to your day-to-day operations to help build customer loyalty and operational excellence.

Top 5 Customer Experience KPIs in the Utility Industry

Data derived from customer feedback is valuable and provides a foundation for understanding and improving the utility customer experience. These insights, collected and analyzed strategically, contribute directly to your Key Performance Indicators (KPIs). A comprehensive customer experience management platform can be indispensable in this process, providing the tools to gather this valuable data, track your KPIs, and transform customer feedback into actionable strategies. By focusing on KPIs, utility providers can gain a complete view of their customer relationships and identify areas for improvement.

1. Net Promoter Score (NPS)

Net Promoter Score measures customer loyalty and willingness to recommend your services to others. It’s a powerful indicator of overall customer sentiment and brand advocacy and is driven by asking – how willing are you to recommend our services to others? By understanding who your promoters and detractors are, utility providers can identify what drives satisfaction and dissatisfaction, allowing for targeted improvements in service, communication, or specific customer touchpoints.

• Example: NPS = % Promoters - % Detractors

2. Customer Satisfaction Score (CSAT)

CSAT directly measures how satisfied customers are with a specific interaction, a product, or a service. The feedback that helps calculate this KPI is collected immediately after a service event – like bill payment, outage resolution, or customer service call – CSAT provides immediate, granular feedback on specific processes. This allows utilities providers to pinpoint exact areas of friction or success within their customer roadmap.

• Example: CSAT = (Number of Satisfied Customers / Total Number of Respondents) x 100

3. First Contact Resolution (FCR)

First Contact Resolution measures the percentage of customer issues or inquiries that are resolved during the very first interaction, without the need for follow-up or escalation. A high FCR rate has the potential to boost customer satisfaction, reduce operational costs by minimizing repeat contacts, and free up agent time. Utilities companies can use FCR to identify training needs for customer service teams or areas where self-service options could be improved to handle common inquiries.

• Example: FCR = (Number of Issues Resolved on First Contact / Total Number of Issues) x 100

4. Customer Lifetime Value (CLTV)

While utilities companies do have a captive customer base, CLTV remains a valuable KPI. Customer Lifetime Value represents the total revenue a utility provider expects to generate from a customer over their entire relationship. Though customer churn is less common than in other industries, understanding CLTV helps utilities companies make more informed decisions about investment in customer retention, energy efficiency programs, or value-added services. Improving CLTV may also mean reducing the costs associated with onboarding new customers or managing complaints.

• Example: CLTV = (Average Revenue Per Customer Account x Average Customer Lifespan) - Customer Acquisition Cost

5. Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for customers to interact with your services and may include paying a bill or resolving a service issue. High effort is a major driver of frustration for customers, so a low CES score is a strong predictor of customer loyalty. Utilities providers can use CES data to pinpoint and simplify complex processes, reduce customer friction, and lower the cost to serve.

• Example Equation: CES = Sum of all Scores / Total Number of Respondents

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READ MORE: How To Create a Great Customer Experience in Utilities and Telecom

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By tracking and analyzing the most important customer experience KPIs in the utility industry, utility providers can transform their customer experience from a passive outcome to a strategic advantage. Are you ready to gain deeper insight into your customer experience and drive improvements?
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Contact boostCX today to learn how our customer experience management platform can help your utility company capture valuable feedback, track these KPIs, and elevate your customer experience!

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The patient experience has a major impact in the modern healthcare industry and it extends far beyond the exam room. From the moment a person seeks care to their follow-up appointments and beyond, they are on a complex journey with multiple touchpoints with multiple healthcare providers. Understanding this entire customer journey in healthcare and how to improve the customer journey is the first and most critical step for any business that hopes to upgrade the patient experience, build trust, improve health outcomes, and drive long-term success.

5 Steps to Improve the Patient Journey in Healthcare

To really improve the patient experience, a comprehensive and structured strategy is essential. It's about moving from reactive problem-solving to proactively creating a better journey for every individual who seeks your care. The steps we have listed below provide a framework for this transformation.

This step-by-step guide will help healthcare providers through the critical phases of listening to patient feedback, employing technology to streamline processes, giving staff the knowledge and power to deliver compassionate care, enhancing communication at every turn, and creating a truly patient-focused environment. By implementing these interconnected strategies, providers can create a seamless, supportive, and superior healthcare experience from start to finish.

Here are a few steps to help improve the patient journey in healthcare:

1. Collect and Analyze Feedback on the Patient Journey

You cannot improve what you do not know about. The first step to improving the patient journey is to systematically collect patient feedback at every key stage of the journey, from scheduling and check-in to billing and follow-up care. Employing tools for customer journey mapping allows you to visualize the entire experience from the patient's perspective, pinpoint specific areas of frustration or satisfaction, and provide a clear roadmap for strategic improvements.

2. Use Technology to Reduce Pain Points

Technology can be a powerful tool for improving operations and eliminating potential pain points in the healthcare journey. Customer experience management platforms, like boostCX, can automate feedback collection and provide real-time analytics, while patient portals and digital check-in systems can significantly reduce wait times and administrative issues. By implementing innovative technology and solutions, you can create a more fluid and convenient experience for your patients.

3. Improve the Employee Experience and Training

Your staff - from the front desk to primary care doctors - are the face of your organization as a healthcare provider and have the greatest impact on the patient experience. Investing in comprehensive training that emphasizes empathy, communication, and problem-solving is an incredible way to improve the patient journey. A positive employee experience is directly linked to a positive patient experience in multiple studies, as happy, engaged, and well-trained staff are better equipped to provide compassionate and effective care.

4. Improve Communication

Clear, timely, and simple communication is essential for reducing patient anxiety and ensuring they feel informed and supported at every touchpoint. Implementing modern communication tools, such as secure mobile apps for appointment reminders and test results or AI-powered chatbots to answer FAQs at any time, can enhance the patient journey. Proactive communication shows patients that you are a partner in their care.

5. Create a Patient-Focused Environment

Healthcare is a physical and emotional environment that plays a major role in the patient's perception of care. This means creating a clean, comfortable, and welcoming physical space, as well as creating a culture of respect, empathy, and compassion among all staff. When patients feel safe and cared for as individuals, not just as a number with symptoms, their trust in your organization grows.
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READ MORE: How Will AI Impact Patient Experience in Healthcare?

By learning how to improve the customer journey in healthcare, organizations can do more than just increase satisfaction scores - they can build long-term patient loyalty, improve adherence to treatment plans, and foster better overall health outcomes. It's about putting the patient at the center of every process and decision.

Are you ready to map, measure, and master your patient journey? Contact boostCX today for a demo and see how our solutions can help you deliver an exceptional patient experience!