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9 Ways to Explain the Difference Between Customer Experience & Customer Service

By Erica Marois | Date Published: March 08, 2019 - Last Updated December 03, 2019 | Comments

Even in circles of seasoned contact center and customer service professionals, there seems to be some confusion around where customer experience (CX) best fits in an organization. To better understand CX, and deliver on a meaningful CX strategy, it's critical to first agree on the difference between customer service and customer experience. During #ICMIchat this week, we asked participants to share how they think the two differ. Here are nine of the responses.

For more thoughts, and a broader conversation on selling CX to the organization, read through the full chat recap. 

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Customer Experience

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