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CX, UX, DX? We break it down for you in minutes

Iñaki BarturenAugust 02, 2022

Prior to a new e-Commerce project, the most crucial step is defining the experience you want to give. And even if we make the best commercial platform, no one will access it if there isn’t a real concern for people’s experience. So, at Reign, creating experience is critical.

CX, UX, DX? We break it down for you in minutes
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E-Commerce: experience is everything

2021 was a thriving year for the e-Commerce industry. Globally, revenues exceeded $3.53 trillion, and this figure is projected to rise to $6.54 trillion by the end of 2023 – just wow! These numbers mirror the fast growth and reach that e-Commerce is having, particularly in post-pandemic times.

As e-Commerce evolved, so did people’s behavior: the ways of interacting and the expectations they wish to meet before making a purchase are changing faster each day. Today people are well-informed, discerning, and prefer having a direct interaction, with no third parties. The ways of interacting, the after-sales service, and, above all, their experience with the brand are highly valued. And today, they are public opinion leaders capable of impacting the purchasing decisions of other consumers.

When a brand seeks us to make a big change, it’s crucial to understand every aspect, every interaction, and emotion the brand wants to convey. Thus, enhancing the brand experience through the right technology deployment.

The first step is to know the three fundamental terms from which we approach the concept of experience: CX, UX, and DX.

CX, UX, and DX, what do they mean?

As a way to learn more about user behavior and trends, a number of concepts emerged. These can identify the negative and positive factors in people’s experiences.

1. CX stands for customer experience

Customer Experience (CX) covers a person's entire experience with the brand. It ranges from the advertising materials received through different platforms and every interaction with the brand, all the way to the purchase, delivery, and post-sale.

The CX aims to deeply analyze the entire journey made by the prospect and create an optimal experience at each touchpoint. Meaning that the aim is to meet their needs with undivided attention. This insight will shape their future behavior and contribute to building brand loyalty. When someone can perform all interactions and processes smoothly, without obstacles, they will likely become a satisfied customer.

If you have several interaction channels, the best way to keep harmony between them is through omnichannel, and headless technology is the right approach to support it. This gives people the chance to move between channels while maintaining a homologous and consistent experience.

2. UX means user experience

User Experience (UX) is people’s perception when interacting with the product or service purchased. It’s where emotions and expectations about the brand come together.

Think of it this way, a good experience is achieved when an e-Commerce knows the expectations and aspects people value. Thus, the brand delivers it through design, interaction points, and several features, with the sole purpose of delighting whoever becomes a customer.

The greatest advantage of placing people at the heart of e-Commerce is a better understanding of what they expect and need to find on a platform, empowering longer lasting-relationships between the brand and people.

3. DX is the whole digital experience

Digital Experience (DX) is the entire digital experience that a person can have with the brand, that is, the user's perception and feelings when interacting through its different digital platforms regardless of whether or not they buy a product.

A DX seeks to create an intuitive digital environment and personalized experiences: design, content, usability, and even optimal loading times. These are all factors involved in how people value your brand. This is why a DX strategy directly influences CX, and when they are aligned, it achieves a robust customer journey.

CX, UX, DX? We break it down for you in minutes_2

The modular design delivers a better experience

The brands need flexible and scalable technologies adaptable to the business needs and growth. As the web expands, so do the people navigating the platforms.

A good way to address change is through modular architecture: decoupled platforms that operate by linking software pieces together as stand-alone services, helping experience customization.

Headless works on a modular component basis, i.e., software pieces connecting and communicating with the platform by APIs. Also, mainly being cloud-based, it allows for agile, flexible, and scalable management since it uses its own server.

It’s feasible to add new functionalities and remove those no longer required. Headless works on the design principle where a platform have multiple interacting nodes, it's not one system executing all operations.

Building a successful experience is about getting people to use our platform unassisted, trusting the operations, and wanting to share our message. At Reign, we are experts at creating modern, highly flexible platforms capable of integrating the best components to boost your platform's digital experience.

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