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For Customer Experience Professionals

CX Professionals Must Collaborate With Customer Service Leaders

Why Collaboration Is Critical To Achieve A State-Of-The-Art VoC Program And CX Success

May 8, 2020

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Why Read This Report

The difference between customer experience and customer service is confusing to many firms. This leads to a lack of clarity over the true ownership of CX and blurred lines between CX professionals and customer service leaders. This can even result in the belief that customer service is CX. However, there are clear differences between customer service and CX. Understanding and embracing the distinctions between the two — and why CX professionals and customer service leaders must collaborate with one another — is essential for customer-centric businesses.

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Table of Contents

  • Customer Service Is A Critically Important Subset Of CX
  • Recommendations

  • Take Steps Now Toward A State-Of-The-Art VoC Program
  • Related Research Documents