Customer Service Vs Customer Experience (CX)

Both topics are of paramount importance in the Contact Center environment. Everyone in the industry seems to be talking of Customer Experience and paying less attention to Customer Service. Each area touches on different things that when put together, you offer your customer the best solution and increase retention. The Customer Journey has different stages and for each stage we find that CX and Customer service will play its own significant role.

Customer Service Defined

Customer Service is an interaction between two people, usually with the customer seeking out a solution to a problem. Here is a brief article on Benefits of Customer Service. Customer Service can also be defined as the assistance and advice provided to a customer for your product or service as needed.

Customer Experience Defined

According to Hubspot, Customer Experience is the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey. You can read more on Why Customer Experience is important.

Customer Service is related to Customer Experience through Customer Journey.

The key difference between customer service and customer experience is that customer experience involves the whole customer journey, including customer service, which is mainly found under purchase and retention

Customer Experience is there as Pro-Active measure, whereas Customer Service is a Re-Active measure. Whilst Customer Experience is trying to define the customers’ entire perception of the company and brand, Customer Service is focusing on the delivery of service during and after purchase of product or service. Customer Experience is multi-functional whilst Customer Service has a single function.


Customer Experience becoming the Key Brand Differentiator

We are seeing that CX is becoming more and more popular and will overtake Product and Service as the brand differentiator by 2020. Improving Customer Experience should be something all businesses are concentrating on.

This is due to the ever-increasing demands of customers in the modern age. Customer experience is a holistic approach that goes beyond customer service and takes into account the overall customer journey by building long term relationships with customers.


This short article may already have answered your question on whether your business should focus on CX or Customer Service. The answer – you can’t ignore either one. First concentrate on coming up with a customer service strategy to increase customer satisfaction by selecting the right customer service software. Then from there build that into your Customer Experience strategy to give your customers’ the best Journey.


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