User Experience and Customer Experience as a Solution for Gaining Competitive Advantages of the Company

Authors

  • Anja Janković University of Novi Sad, Faculty of Technical Sciences
  • Nataša Tomić University of Novi Sad, Faculty of Technical Sciences
  • Nenad Simeunović University of Novi Sad, Faculty of Technical Sciences
  • Slavko Rakić University of Novi Sad, Faculty of Technical Sciences
  • Darko Stefanović University of Novi Sad, Faculty of Technical Sciences
  • Teodora Lolić University of Novi Sad, Faculty of Technical Sciences

DOI:

https://doi.org/10.46541/978-86-7233-380-0_24

Keywords:

user experience, customer experience, technical characteristics, functional characteristics, user satisfaction

Abstract

The user experience becomes a very important factor when companies want to be better than competition
and keep customer loyalty. This paper analyzes the relation between the User Experience (UX) and the Customer
Experience (CX) in terms of the impact they have on the overall satisfaction of users. This study aims to determine
which of the two experiences is more relevant and has more impact on the user’s satisfaction with the company. UX
and CX are very similar concepts, but the terms are not interchangeable. Every company has the task of satisfying the
needs of the users and providing more than user expectations. The purpose of this paper is to show how and how much
UX affects the CX, and inversely. This study analyze their significance to exploit the user experience for receive
competitive advantages.

Published

2020-10-08

How to Cite

Janković, A., Tomić, N., Simeunović, N., Rakić, S., Stefanović, D., & Lolić, T. (2020). User Experience and Customer Experience as a Solution for Gaining Competitive Advantages of the Company. International Scientific Conference Strategic Management and Decision Support Systems in Strategic Management. https://doi.org/10.46541/978-86-7233-380-0_24 (Original work published October 8, 2020)

Issue

2019: Proceedings of the 24th International Scientific Conference Strategic Management and Decision Support Systems in Strategic Management

Section

Articles