CX vs. CS

11/09/2023 12:25 PM By Chuck F

Customer experience vs. customer service: What's the diff?

Customer experience (CX) and customer service (CS) are often used interchangeably, but there is a key difference between the two. 

Customer service is the reactive part of customer experience, dealing with customer issues and providing support. Customer experience is the holistic view of the customer's journey with your brand, from the moment they become aware of your products or services to the moment they become a loyal customer and beyond - allowing companies and brands to become proactive - if done right.

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CX is important because it can have a significant impact on your business's bottom line and overall longevity/solvency. A study by PWC found that companies that provide a superior CX - as opposed to only customer service - generate an average of 5.7 times more revenue than other companies.

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There are many ways to improve your CX, including:

  • Personalizing the customer experience
  • Making it easy for customers to do business with you
  • Providing excellent customer service
  • Creating a positive brand image

Here are some examples of how businesses are using AI to improve CX:

  • Netflix uses AI to recommend movies and TV shows to its users based on their viewing history.
  • Amazon uses AI to personalize its product recommendations and search results.
  • Starbucks uses AI to predict customer demand and optimize its inventory levels.

By investing in CX, businesses can create a more loyal customer base and drive long-term growth.

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