Customer Experience versus User Experience: What’s the difference and why does it matter?

Confusion is the result of constant change for professionals as well.

“Companies with disdain for their customers provide bad service and poor user experiences. If an organization is just starting to think about customer experience, it’s a sign they have also just started thinking about any kind of experience design – customer or user experience. You might be able to help them, but you’ll be launching a culture-change initiative as much as a product-design initiative. Be prepared. Culture change is hard stuff.”

(Jon Innes a.k.a. @innes_jon ~ UXmatters)

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