The short answer is, no.
The Customer Experience is like an umbrella.
It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes. And, it often emphasizes the post-sales experience.
Many customer experience strategies include initiatives such as:
- Driving improvements to make it easier for customers
- Predicting customer issues and opportunities so that companies can be more proactive
- Delivering a personalized experience
- Shifting the customer relationship from transactional interactions to a trusted partnership
- Helping strategic accounts manage a web of relationships around the world, across silos, and among different business units
- Ensuring a consistent experience throughout the supply chain
- Creating opportunities for customers to interact and engage with the organization (e.g., social media, events, support centers, etc.)
Customer Engagement is a critical component underneath the customer experience umbrella. For business-to-business companies, we talk about Customer Engagement as a metric. It's a metric that represents the holistic view of the customer experience. For more information about customer engagement, read this blog, "What is customer engagement?"