“Customer experience was once customer service, and then it started to expend beyond the one-on-one interaction you have with people.” I could have summarized this short yet great video, but this quote by customer service experience expert Shep Hyken does it best.
In the video, Hyken goes over the evolution of customer experience, from customer service to much more. Today, you hardly ever go to the bank, greet the teller and deposit a check, but simply log on to your online account through your tablet/laptop. This made the company-customer interaction much more complicated and varied.
Customer experience is more than customer service. It overcomes language barriers and geographical boundaries, and direct interaction. Customer Experience is the future. Embrace it.