Digital Adoption technology can be useful in the total experience of a user. Two sides of the experience coin are CX & EX. Customer Experience and Employee Experience are differentiators that Companies can leverage as a major competitive advantage. If you are in the realm of CX, you most likely have a SaaS platform or technology that you are providing for your end users/customers.
Customer & User Experience comes down to user friction. Friction is measured by how easy it is for your end users to understand, engage and adopt to your SaaS.