The terms customer service and customer experience (CX) are often confused and used interchangeably. Although they're two different concepts, they're related. Customer service is the support provided to customers by brands and customer experience is the sum of a customer's total interaction with your brand. How do we bridge the two effectively? Customer relationship management systems (CRM systems) help brands to support customers and provide the experiences that keep them loyal.

Let's take a deeper look into what exceptional CX looks like today, how it impacts customer service, and how you can leverage CRM and CX software to streamline and optimize your customer interactions.