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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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