UX × CX sync
Clear separation, direct team embedding, one picture of the customer experience.
Today I'd do it this way
Splitting UX and CX responsibilities and setting up a sync ritual no longer requires three months of stakeholder meetings. The `cx-ux-mapping` skill takes call-center ticket types and UX scenarios as inputs, and outputs a map of duplications and a responsibility matrix.
cx-ux-mapping
Coming soonMap of UX × CX overlaps by interaction channel + RACI matrix.
- Parses ticket exports from CRM as CSV
- Finds overlaps between UX research and CX reports
- Generates RACI based on issue categories
How it was done then
Summary
Full version available in Russian. Read in Russian →
UX and CX had overlapping scopes — duplicated work, lost context, and teams not knowing whom to ask. I split responsibilities by channel of interaction: UX owns the digital channels (apps, web, online banking, A/B testing); CX owns non-digital and mixed (call center, support, couriers, NPS/CSAT).
Embedded specialists directly into product teams, set mandatory cross-syncs every two sprints for "leaking" problems (UI errors surfacing in the call center). Result: zero duplication, faster insight-to-change cycle, one shared map of the customer journey, clear contact points for product owners.