Customer Experience is About the Human Experience


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CxDay LogoAn incredible number of things in your life are going right today for you to be able to read this. For starters, your internet connection is working, either at your home or office, or on your smartphone. But that wouldn’t mean anything if the bank you use to pay that internet bill hadn’t processed and delivered your payment on time, which it did. And luckily the device you’re reading this on seems to be working just fine and is displaying this in just the right way as to be readable. And of course that’s possible because your power company has supplied you enough reliable power to keep all of this running. And lastly, your eye glasses or contacts were delivered on time with the right prescription or else you wouldn’t be able to read this at all. And we’re just skimming the surface here.

Every single day, we interact with countless companies, organizations & institutions and their products and services. It has become our way of life – an inseparable part of the human experience in the 21st century. When these systems don’t work, we spend an untold number of hours outlining our problems to different people with the hope that one will set everything back in order. In some sense, these are the ‘trenches of adult life’ that David Foster Wallace refers to in his well-known commencement speech.

In the business world, improving these interactions is often lumped under the category of ‘customer experience.’ But to everyday people, it is about more than that. These events have become so pervasive that when there are significant advances in improving these experience – whether it be for organizations, companies, institutions, or governments – it improves the entire human experience. “Customer experience” and “human experience” have become one and the same.

On a day like “Customer Experience Day“, it sometimes helps to take a step back and remind yourself why you do the work that you do. When you work for a customer experience company or spend your days thinking about how to improve your own customer’s experience, it’s about more than making tweaks to your business model. It’s about designing and creating experiences that genuinely improve people’s lives by letting them focus on the parts of their lives that matter to them. It’s about technology living up to its promise of delivering better everyday experiences for hundreds of millions of people in thousands of ways.

That’s why we do what we do at UserEvents, and that’s why we’re proud to celebrate CX Day and everything that it means.

Ryan Brideau
Ryan Brideau is a Vice-President of UserEvents, Inc., a company dedicated to unlocking the business value in big data. UserEvents' first product, CxEngage, allows enterprises to consistently deliver great customer experiences by letting them monitor and act on their customers' journeys in real-time.


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