The Acronym Journey From UX To CX To EX To PX

For many years at PRWD, the 1st agency I founded in 2004, one of the 2 primary industry acronyms we used day-to-day was UX, for User Experience. We were a User Experience agency specialising in CRO, Conversion Rate Optimisation.

As the agency grew and evolved, the way we were working with our clients expanded beyond improving their user experience and optimising conversion rates and other key metrics. We were moving more broader and more strategic in to helping our clients improve and optimise their Customer Experience (CX).

In 2020 I began speaking about the importance of thinking about and improving not just the UX and CX of an organisation, but also the Employee Experience (EX).

If your employees, the face of your organisation, are working day to day having a poor experience at work, for any number of reasons, then how can your organisation expect to be delivering an exceptional customer experience?

So the acronym journey continued - from UX to CX to EX.

Then, in June 2024, when I was sat down with Joseph discussing the Become Customer-Centric Maturity Model and Maturity Audit, suddenly the reality of what all of this is all about came in to absolute focus.

Everything we do is about PEOPLE.

Everything we do is about helping improve the experience of people.

Suddenly, a new acronym became part of our dialogue - PX, People Experience.

For now at least this is where the acronym journey has arrived at… from UX to CX to EX to PX.