The Difference Between Customer Experience and Customer Service Related Articles What Is the Difference Between WFM and WFO? What Is the Difference Between Customer Experience and Customer Service? Why Customer Experience (CX) Matters What Is the Difference Between BPO and Call Centres? 646 Filed under - Video, Customer Service, CX, Nikki Quinn, Playvox, Videos Nikki Quinn at Playvox explains the difference between customer service and customer experience. What Is the Difference Between Customer Experience and Customer Service? A major difference for me is that customer service is reactive, and it’s often only used when a customer isn’t satisfied or if they have a problem or a complaint, sadly. Whereas CX, so customer experience, is very proactive and aims to reach every customer. Which usually means that it’s seamless and it’s an enjoyable exchange from beginning to end. Nikki Quinn I feel that customer service is just one piece of a much larger puzzle. So, the difference really, I think, is while customer service is just one piece of the puzzle, focused on interaction and supporting customers, CX is the sum of the entire customer journey with your business. If you are looking for more great video insights from the experts, check these out these videos next: What Is Average Handling Time and How Do You Measure It? Five Steps to Map Customer Journeys The Different Types of Dialler Explained Author: Nikki Quinn Reviewed by: Robyn Coppell Published On: 20th Dec 2022 - Last modified: 20th Nov 2023 Read more about - Video, Customer Service, CX, Nikki Quinn, Playvox, Videos Recommended Articles What Is the Difference Between WFM and WFO? What Is the Difference Between Customer Experience and Customer Service? Why Customer Experience (CX) Matters What Is the Difference Between BPO and Call Centres? Related Reports Guide: Five Steps to Mastering Conversation Intelligence eBook: Generative AI and the Contact Center of the Future White Paper: Counting the Cost of CX for Financial Services Contact Centers Webinar Replay: How to Excel at Managing and Exceeding Customer Expectations Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter