“Customer experience stretches far to either side of any interaction that can be influenced by UX interface design. Customer experience starts from when a customer first hears about what your product or service is promising, gets cemented by how well you deliver on that promise (through UI and well beyond), and gets broadcast in social media to influence the impressions of future customers. As such, it’s important to have a way to quantify the effects of the customer experience improvement that stretch beyond Google Analytics and screen attention heat mapping.”
Quantifying customer experience
Changing from UX design to CX design, just like that.