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(Gustafsson et al., 2024, pp. 336-38) https://images.squarespace-cdn.com/content/v1/6828b56ebcd9947304f45523/6a6ff913-0a8e-486b-a7b6-8be88074aba0/4.png Blog - UX vs CX vs Academic Research: What’s the Difference and Why It Matters HX is the full range of a person’s interactions with service systems as they strive to meet basic human needs throughout their life. It reflects a holistic, evolving journey shaped by purpose, empathy, authenticity, and meaningful connection. https://images.squarespace-cdn.com/content/v1/6828b56ebcd9947304f45523/1d56bc7b-fd69-4d52-9f7e-66574c01c654/2.png Blog - UX vs CX vs Academic Research: What’s the Difference and Why It Matters - Make it stand out Figure 1. UX value creation model. Adapted from Robier, J. (2016). UX redefined: Winning and keeping customers with enhanced usability and user experience (p. 13). Springer. Used under fair dealing for review and educational purposes. https://images.squarespace-cdn.com/content/v1/6828b56ebcd9947304f45523/58551359-ac3f-4050-b617-684a1b57e7e0/July22-1.png Blog - UX vs CX vs Academic Research: What’s the Difference and Why It Matters “By definition, usability is all about developing products efficiently, effectively and to the highest satisfaction of the customer […] However, these three properties should not only be applied to products, but also extended to services and processes to create and design holistic experiences.” (Robier, 2016, p. 13) https://www.bernatchez.io/blog/welcome monthly 0.5 2025-07-26 https://images.squarespace-cdn.com/content/v1/6828b56ebcd9947304f45523/f379d2cb-e534-4600-adbf-199387a97075/unsplash-image-Q1p7bh3SHj8.jpg Blog - Welcome to Bernatchez & Company where Research Meets Purpose - Why It Matters We live in a world overflowing with information, yet often lacking direction. 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