Trends Report

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 8th, 2020
FA
Faith Adams
With contributors:
Kate Leggett , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

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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