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3 reasons to stop conflating customer service with customer experience

Inside Customer Service

The president thought it was my job to stop the surge since I was the customer service manager. That experience happened over 20 years ago, but it's still fresh in my mind. It's something I think about every time someone conflates customer service with customer experience.

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Customer Service vs. Customer Experience: Explained

Help Scout

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related. Read the full article


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Customer service is a performance art. Are you Oscar-worthy?

Bill Quiseng

QUI QUESTION: Customer service is a performance art. We, as customer service professionals, act to be happy to serve our customers so much so that they believe we are genuinely happy to serve. What matters is if our customers believe we are genuine. Are you Oscar-worthy? It is always about the audience.

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Customer Experience vs Customer Service: Know Differences & Connection


Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. Don't miss this exclusive event!

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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

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How real-time agent guidance enhances customer experience


Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-moment suggestions to improve an interaction.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!

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2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. Download the report for more insights into the latest customer experience trends.

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. How AI can help you resolve queries faster and ultimately lower customer friction from all angles.