Aligning Customer Service and Customer Experience for Maximum Impact [Video]

We often encounter those who think of customer service and customer experience (CX) as interchangeable ideas. It’s understandable, considering how much the two can overlap.

But customer service and customer experience aren’t the same thing.

Customer experience and customer service fulfill fundamentally different yet complementary needs. It’s important to have both represented in your organizational strategy. Aligning the two is a guaranteed way to supercharge your success.

In this live session replay, we’ll look at what separates customer service and customer experience and their similarities. We’ll explore some proven strategies to drive customer loyalty by intentionally balancing both areas.

Video Highlights:
00:00 Welcome and Topic Introduction
05:15 Customer Service vs Customer Experience
07:50 Prioritizing the Customer Experience
10:59 Making the Case for Customer Experience Beyond Customer Service to Leaders
17:37 Bridging the Gap Between Customer Experience and Customer Service
21:26 Driving Lasting Customer Satisfaction and Loyalty
23:01 Q&A: How can we use customer service interactions as a way to gather insights and improve the broader customer experience?
26:23: Q&A: What are you most excited about in leveraging AI for more proactive CX strategies?
30:57 Q&A: Examples of micromoments that businesses often overlook that could significantly improve the customer experience?
37:37 Q&A: Most innovative or effective methods for embedding CX education into the daily workflow, especially in organizations that are resistant to change?
45:13 Q&A: What role does leadership play in driving a customer-first culture, and how can we encourage them to take ownership of that transformation?
48:52 Resources and Wrapping Up

Resources Mentioned:
👉 Get the Employee Journey Map Template — https://bit.ly/ejmtemplate
👉 Get the Customer Journey Mapping Workbook — https://bit.ly/cjmworkbook
👉 Download the free CX Success Statement Workbook — https://bit.ly/cx-success-workbook
👉 Article: How to Align Customer Service and Experience to Drive Lasting Business Growth — https://experienceinvestigators.com/connect-with-customers/customer-service-and-customer-experience-differences/
👉 CX Operations: Developing a Customer-Centric Operating Model [LinkedIn Learning Course] – https://bit.ly/lilcxops
👉 Take the CXI Compass™ assessment — http://CXICompass.com
👉 Learn more about CXI Ground School™ and apply – https://cxigroundschool.com
👉 Visit our website: https://experienceinvestigators.com/
👉 Connect with us — https://experienceinvestigators.com/contact/
👉 Tune in to the Experience Action Podcast — https://www.experienceactionpod.com
👉 Have a question for the podcast? Visit http://askjeannie.vip
👉 Jeannie’s LinkedIn Learning Courses — https://bit.ly/jeannie-lil
👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt