The Difference Between Customer Experience and Customer Service



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Nikki Quinn at Playvox explains the difference between customer service and customer experience.

What Is the Difference Between Customer Experience and Customer Service?

A major difference for me is that customer service is reactive, and it’s often only used when a customer isn’t satisfied or if they have a problem or a complaint, sadly.

Whereas CX, so customer experience, is very proactive and aims to reach every customer. Which usually means that it’s seamless and it’s an enjoyable exchange from beginning to end.

A thumbnail photo of Nikki Quinn
Nikki Quinn

I feel that customer service is just one piece of a much larger puzzle.

So, the difference really, I think, is while customer service is just one piece of the puzzle, focused on interaction and supporting customers, CX is the sum of the entire customer journey with your business.

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Published On: 20th Dec 2022 - Last modified: 9th Jan 2023
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