We have coined the phrase “Tech-Experience” (TX) to get away from the baggage associated with Customer-Experience (CX) and User-Experience (UX).
We try to take the relevant bits of both to help in our definition. In turn this may help you in some of your departmental, product or corporate nomenclature.
From CX: “the process of strategically managing a customer’s entire experience with a product or company.” [Schmitt]
From UX: “a person’s perceptions and responses that result from the use or anticipated use of a product, system or service” [ISO 92410-210]
We get TX: “the philipsophy and process of strategically managing a person’s entire experience when using a technology-based system or service”
For us this encompasses the planning, processes & procedures to ensure their experience of the system or service itself is great as well as any experience they have when things go wrong is equally inspiring for them.