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Are Customer Engagement and Customer Experience the Same?

Customer experience strategyThe 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?"

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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