This Is CX

Episode 33: Bringing Customer Success and Customer Experience Together

Episode Summary

In this episode, Paul and Mike talk about the intersection of Customer Experience and an emerging role called Customer Success. They talk about what it is, why it’s important to businesses, and how it relates back to customer experience. During this discussion, Paul and Mike talk about how these two functions within the organization can work together and learn from each other to help the organization deliver a positive customer experience and build longer, more loyal relationships with their customers ( with some key statistics) by ensuring their success when using an organization’s product or service. They also suggest to CX leaders outside of the B2B tech industry to borrow ideas from this new set of practices.