Customer experience vs. Customer service

3 key differences… every CX professional should know

29/12/2023; 1 min to read;

Are you able to name difference between CX and customer service? For many people it is the same even though it’s not. And our role as professionals come to “uncover that mystery”.

Simply said customer service is just one component of customer experience. It is like a touchpoint within customer journey. While customer experience is all the ways a customer interacts with a company and how they perceive those interaction.

So key differences comes in these key areas:

1. Customer service applies to a single instance (one point) while customer experience involves a whole journey (the big picture)

2. One good service interaction won’t redeem poor customer experience; the overall experience will still be reflecting interactions with other touchpoints.

3. Customer service is by nature reactive, as it’s focused in guiding the customer through their issue. CX tries to proactively solve issues before they occur.

Key takeaway: Customer service is just one small part of (potentially great) customer experience.

At its core, customer service is the act of taking care of a customer’s needs on individual level. This could be handling service requests, addressing their concerns, or providing a solution to their pain points.

Customer service management is the process of handling customer service requests and inquiries in an automated way. This can be done through various means such as customer support software, live chat, phone support, or email.

Knowing that it comes logical question. How CX management role differ?

Customer experience management (CXM) role is much broader and in a way transversal role. It is a system of marketing strategies and tactics that focus on customer engagement, satisfaction, and experience.

Good Customer experience management relies on excellent NPS system that reflect elements like 1) Listening and Monitoring; 2) Feedback loop; 3) Act and Improve: 4) Empower and Engage and assure the full cycle to be in place and make actionable customer centric strategy.

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