Skip to main content

Save or Share this Report

For Customer Experience Professionals

Bridging The CX/UX Divide

April 22, 2015

Primary author headshot


  • By Leah Buley
  • with John Dalton,
  • Corey Stearns

Why Read This Report

Customer experience (CX) and user experience (UX) have similar names and goals but very different approaches. And as yet, there is no standard operating model for how they should work together. While technology brings fast-moving threats from challengers that see digital and CX as fundamentally intertwined, CX and UX pros remain disconnected in many firms and separated by a digital divide. This holds customer experience professionals back from seeing and delivering customer journeys in increasingly digital terms. This report presents a model for how CX pros and UX pros can work together to leverage the best of both disciplines, while preserving their distinct strengths.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Are CX And UX The Same? Not At All
  • A Modest Proposal: Don't Resolve The Tension; Embrace It
  • recommendations

  • How To Build A Bridge
  • Supplemental Material
  • Related Research Documents