Customer Experience vs. Customer Success
Customer Experience (CX)
- Considers the customer from the very beginning
- The CX team relies on understanding how the customers think adn feel towards the company
- Every interaction performed whether human or digital, feeds into the understanding and development of a great customer experience
Customer Success (CS)
- The CS team works to understand how the customer engages with the product post-sale in order to identify ways to optimize their engagement
- They work with the product teams in order to heighten the amusement and improve upon the frustration points of the customers
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