The Difference Between Customer Service and Customer Experience

Customer service is not customer experience—or is it? In this insightful episode, Brad Cleveland clears up one of the most misunderstood concepts in business today. Many customer experience (CX) professionals draw a hard line between CX and customer service (CS), but as Brad Cleveland explains, that can actually push frontline employees out of the larger experience mission—when it should be pulling everyone in.

Discover why customer service, while not the entirety of the customer experience, sits at the heart of CX improvement. From dealing with complaints and solving problems to hearing client pain points first, customer service teams are often the best source of insight for creating lasting, positive experiences. Brad Cleveland shares leadership lessons on how to avoid turf wars and foster an environment where everyone, from warehouse staff to contact center teams, feels part of the mission.

Learn what really separates customer service from customer experience—and why your organization should stop treating them as silos.