Customer Experience: What happens before and after the User Experience (UX)

There's a problem right now in the way that we're thinking about the product and customer service in our organizations.  Many organizations are broken because they're not agile.  The graphic below provides a very simple way to understand what's going on here.

The problem
"Customer Experience" matters way more than User Experience.  We spend *a lot* of time trying to get the UX right; maybe so much time that we forget about the overall Customer Experience (CX).  Customers call and complain (or don't) and have a bad time using the product.

The Solution
Let's invent a new practice: Customer Experience Management, that incorporates the best from things we do before UX (sales and marketing), during UX, and after UX (marketing and feedback).  I believe that the Pre and Post UX functions are missing in our software development practices today!

UX
This is all about what the customer experiences WHILE they are using the product.  Everything they experience WHILE.

Pre-UX
This is everything that the user experiences before they use the product.  Online reviews, recommendations from friends, word of mouth, marketing materials, sales people, training materials, etc.

Post-UX
These are all of the options that the user has for engaging in SUPPORT of the product after they have used it.  Online materials, customer service agents, sales people, support staff, etc.

Call to Action
Let's start to manage by this model.