There’s a lot of buzz these days about Customer Experience (CX) and many CEOs consider it just another take on Customer Service, but the two are co-dependent, not interchangeable.

Customer Service reflects listening to needs, offering advice, giving assistance, resolving problems and providing solutions. In essence, how staff interact with customers, but without a shared corporate strategy, a solid infrastructure, user-friendly systems, simplified processes and empowered employees good Customer Service is not enough to create a loyal customer base.