The CX Tower of Babel: What CX Job Descriptions Tell Us About Corporate CX Initiatives

摘要

While user experience (UX) has its share of fuzzily defined roles, I'm constantly amazed by my inability to use a customer experience (CX) job title to predict that role's responsibilities. This is both surprising and disappointing. Increasingly, both UX and CX profiles use similar vocabulary: voice of the customer (VOC), customer research, design thinking, innovation, customer journey, and so on. You might even expect the two profiles to be somewhat interchangeable.