Article | March 20, 2018

Customer Experience & Customer Success: Are They The Same?

Source: ChurnZero

By Michael Harnum, ChurnZero

Customer Success & Experience

Last week our VP of Product and Customer Success, Abby Hammer, spoke on a panel at the MarTech Magnified Conference, that was titled- “Customer Experience, Customer Success, Customer Retention: Are they all the same?”. Also represented on the panel was- Cary Cusumano, CX Strategist at Verizon Enterprise Solutions, Nancy Porte, VP Global Customer Experience at Verint, and Michael Peterson, SVP Customer Success and Operations at Echo360.

It was an engaging discussion, and we’d like to share with you some of our thoughts on the topic of customer experience vs. customer success – if they are different or the same.

First, let’s start with the definitions.

Forrester Research defines customer experience (CX) as how customers perceive their interactions with your company.

This is a very distilled down definition. Obviously, there’s a lot of factors that play into where a customer lands with their perception of your company. Some of these factors include- your brand messaging, the sales/buying process, engagements with your staff as a customer, the perceived value of your product, and the overall usability.