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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 503: Customer Experience and Customer Service: What's the Difference?

Doug Rabold  (Principal Consultant, Bold Ray Consulting)

Location: Grand Ballroom 106/107

Date: Thursday, May 19

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Revolutionizing the Customer Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

Much has been made in the last few years about the importance of customer experience, and before that, much was made of the importance of customer service. Are they the same thing? If they aren't, what's the difference?

We will begin by defining what exactly constitutes the difference between customer service and customer support, in simple terms that are easily communicated to all levels of a support team. We'll then examine the cultures of several well-known organizations and the interactions they have with their customers, which will illuminate the key differences between customer service and customer experience.

Once we have a firm grasp of the similarities and differences between customer service and customer experience, we'll look at the relevant metrics and measures. What are CSAT, NPS, and CES? What are these new kids on the block called QSTAC and XLAs? How does each add value, and how can they be leveraged to inform decisions that guide the customer journey?

Ultimately, this session will answer several critical questions:

  1. What are the substantive differences between customer service and customer experience?
  2. What cultural aspects of an organization might affect the customer journey?
  3. Do the old, established ways of measuring satisfaction tell the whole story?