User Experience (UX) is the holistic journey users pass through as they use a product. Not only does it include their direct interactions with the product, but also how it fits in with their overall task completion process.
Regardless of whether different aspects of the experience are under the direct control of the product or are merely associated with the product, the total experience is considered part of the UX from the user’s perspective.
Every touchpoint between the customer and the company is included in the total User Experience.