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There was a time when large multi-nationals used to focus a lot on User Experience (UX) during product development. Gradually, as many of the startups such as Amazon, Uber, Facebook, Apple etc. evolved into global enterprises the focus from UX shifted to its more evolved form – CX (Customer Experience). But with ever-increasing competition in almost every domain, the same CX that once served as a competitive advantage for the companies now is the cost of entry.

Human Experience (HX) is what the businesses now consider as the next frontier for winning over a large chunk of loyal customers. Although CX is still very much alive, a lot of mature businesses are already investing substantially in their transition from CX to HX. Hence, it is bound to become an industry norm in the near future.

What exactly is HX and how is it different from CX?

Well, as CX mostly caters to the functional and transactional needs of a user, the HX additionally recognizes and addresses the human side, delivering meaningful experiences to the user. This, in turn, helps in building value for the customers, employees, and partners, and takes brand loyalty to a whole new level.

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How can this be implemented?

For an HX transformation, you can implement the following 5 foundational principles immediately:

1- Establish your true reason for being

– What’s that one purpose that your company and your products strive for? Use it as a cohesive force to bind all your stakeholders together.

2- Diffuse it in all your business activities

– Use your purpose as a driving force in whatever your business does on a day to day basis. Start filtering all your business decisions keeping that very purpose in your mind. Let it drive your HR policies, growth strategy, product decisions, and supplier choices.

3- Start focusing on a cognitive understanding based interactions

– While interacting with your customers, give strong emphasis on understanding your customers on conscious and sub-conscious levels. Harness your data, recognize patterns, rationalize customer needs and future trends and then work on deploying meaningful experiences.

4- Infuse insights and adapt

– Run frequent tests, research conclusions, learn by doing and adapt as per changing needs of the customer.

5- Start investing in the future today

– HX demands strong organizational commitment towards discovering new insights and implementing those insights in real time to stay ahead of the competition.

For the past couple of years, our product development team at iWebServices has successfully delivered several HX based projects to our international clients and many more are still in the pipeline. You can connect with our team anytime for a free consultation and we’ll make sure that your business dominates the market from there on.


Mahabir is the founder and CEO of iWebServices. He specializes in guiding startups, enterprises, and Fortune 500 companies through their digital transformation journeys. Under his leadership, the company has developed over 1300 digital products, including mobile apps, SaaS platforms, and advanced AI and blockchain solutions. Mahabir's passion for technology, adaptability to emerging tech trends, and visionary leadership qualities have positioned him as an influential figure in the pursuit of digital product investment.


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