176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)
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176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)
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Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points.
Learn more at DoingCXRight.com.
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