Customer Service vs. Customer Experience: Key Differentiators
IBM News, Friday, February 16th, 2024
In many organizations, but not all, customer service is treated as part of the customer experience. Both are interested in driving customer satisfaction, but they focus on different parts of the customer journey to achieve it.
So what are the key differences in customer service vs. customer experience? And why do both matter for your business?
Customer experience, or CX, is a holistic accounting of customers' perceptions resulting from all their interactions with a business or brand, whether online or in-store. Customer experience involves customer experience management (CXM), which refers to strategies, technologies and practices for improving business results by creating an ideal experience for anyone interacting with a company. The overall customer experience focuses on meeting customer expectations and influencing the customer's overall perception of products and solutions wherever they take place on the customer journey.