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.