What is UX? What is CX? And how are they Different from UI?

Written By Spenser Johnson

For my first blog post I feel it's best we start by covering the basics. In today's digital world UX (user experience), CX (customer experience) and UI (user interface) are three terms that are not only thrown around a lot but sometimes used interchangeably or incorrectly. Whether you’re a business owner, marketing guru, product manager, or designer-in-training, understanding the differences between these disciplines is critical for creating products and experiences that truly resonate with your customers.

So let’s break it down! If you have any questions please leave them in the comments 🙂

What Is UX (User Experience)?

User Experience (UX) refers to the overall experience a person has when interacting with a product, service, or system. It’s not just about visuals or functionality—it’s about how it feels to use something.

UX answers questions like:

  • Is this easy to use?

  • Does this solve a real user problem?

  • Can people complete tasks without frustration?

  • Does the experience create positive emotions?

UX design involves:

  • User research

  • Journey mapping

  • Prototyping and testing

  • Interaction design

  • Information architecture

At its core, UX is about understanding the user’s needs, motivations, and behaviors, and then designing an experience that’s intuitive, useful, and enjoyable.

What Is CX (Customer Experience)?

While UX focuses on a person’s interaction with a specific product or interface, Customer Experience (CX) takes a broader view. CX is the sum of all interactions a customer has with a brand across every touchpoint.

This includes:

  • Visiting your website

  • Talking with customer support

  • Seeing social media posts

  • Receiving emails

  • Using the product or service

  • Encountering ads or marketing campaigns

CX is holistic—it considers the entire customer journey, not just the digital or interactive parts.

CX answers questions like:

  • How does a customer feel about the brand as a whole?

  • Was their support experience satisfying?

  • Did the entire process—from awareness to purchase to retention—feel seamless?

You can think of UX as a chapter, while CX is the whole book.

What Is UI (User Interface)?

If UX is how something works, then UI (User Interface) is how something looks and feels at the surface level.UI design includes:

  • Layouts

  • Typography

  • Color palettes

  • Buttons and controls

  • Spacing and visual hierarchy

  • Branding and visual consistency

UI answers questions like:

  • Is this visually clear and appealing?

  • Can the user understand what to click or tap?

  • Does the design reflect the brand?

UI is a fundamental part of UX, but it is not the same thing. UX concerns the entire experience; UI focuses on the visual and interactive layer the user sees and touches.

Why These Differences Matter

Businesses often invest heavily in making their product look good (UI) but forget to make it easy to use (UX) or consistent across the entire journey (CX).

When UX, UI, and CX work together:

  • Customers feel understood

  • Products become easier (and more delightful) to use

  • Brand loyalty increases

  • Support issues decrease

  • Conversions and satisfaction go up

Understanding the differences helps organizations build not just attractive products, but meaningful, cohesive experiences.

TLDR

UX, UI, and CX are interconnected, but they each play distinct roles. Great UI makes things beautiful. Great UX makes things usable. Great CX makes the entire journey—from discovery to long-term engagement—feel seamless and positive.

No matter your role in a company; designer, people manager, sw developer or owner it is within your power to make an impactful customer experience.

If your business is ready to deepen its understanding of customers and deliver better experiences across the board get in touch. 


Spenser Johnson