On this episode of the DevReady Podcast, Andrew and Anthony talk to Neel Bhattacharya, commercial software strategist and SaaS extraordinaire.

During the conversation, Neel describes what makes CX (or customer experience) unique from UX in the SaaS space, and why businesses should even care.

To understand how customers experience brands, businesses use a variety of tools to gather meaningful data. This data can then be used to help shape the whole range of customer experience, from tone in an email to the color of an app icon.

Customer experience plays a large part in customer retention, so businesses are keen to pay attention to the methods they can use to boost customer experience.

The customer survey is a popular metric for gauging customer experience. Questionnaires are infinitely customizable and simple to use for startups. These surveys also help to establish what are known as personas. Personas help an organization with the planning process. In the process, Neel says, they fix the marketing messages. In other words, businesses use personas to direct marketing campaigns, and if they are ineffective, they can use personas to figure out why.

Topics Covered:

● The differences between UX and CX.

● Understanding how customers experience our brands?

● Customer service vs customer experience.

● Key metrics to measure customer experience.

● The Net Promoter Score as a useful CX metric.

● Persona trees.