Customer experience is the overall journey and perception of customers with a business, while customer service refers to assistance provided regarding products and services. Customer experience is proactive in finding gaps to optimize the customer journey, while customer service is reactive in addressing customer inquiries. A good customer experience includes strong customer service, as well as technology and design, and can increase revenue and satisfaction.

1. Customer Experience (CX) vs Customer Service:
and How Both are Important?

2. Customer Experience
Customer experience is the journey of
customers with a business and their perception
towards the products or services.
According to Forrester, Customer experience is
all about “How customers perceive their
interactions with your company.”

3. Customer Service
Customer service is the assistance provided by
the company to customers regarding their
products or services.
Good customer service results in customer
satisfaction and creates an everlasting
relationship with the customers.

4. Customer Experience (CX) vs. Customer Service
Customer Experience Customer Service
It is proactive, that means it’s an approach to find the gaps
in delivering the best service to customers.
It is reactive, that means it comes when customers reach
out to the company with some inquiry related to their
needs.
Customer experience helps to optimize the customer
journey and build long-term relationships with the
company.
Customer service is the assistance provided by the company
to its customers related to product or service.
Basically, customer experience targets on the overall
journey of a customer with the company.
But customer service focuses on every single interaction of
a customer.
Customer experience includes 3 main components, which
are:
✓ Customer Service
✓ Technology
✓ Design
Customer service requires a particular set of skills including
product knowledge, tenacity, and patience to handle
customers.
A good customer service is all about resolving the issue in
the least time invested.

5. Importance of Customer Service
and Customer Experience:
According to McKinsey, companies focused
on providing a superior experience across
customer journeys realized a 10-15%
increase in revenue and a 20% increase in
customer satisfaction.

6. • In the competitive edge of services, it’s
difficult to retain your customers and
make a long-term relationship with them.
• But if a business provides better
customer service to customers, then it
has higher chances to earn some loyal
customers.
• Customer experience helps you to deliver
a remarkable service by analyzing the
past interactions and feedbacks of the
customers.

7. Conclusion
Customer service eventually impacts on
customer’s perception towards the brand.
Thus, an exceptional customer service can
ensure a much better customer
experience.

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10. Customer Experience Defined - Forrester
How Customer Service and Customer Experience Differ from Each Other - CallCenterHosting
Reference