Published: March 08, 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.