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Research Report
Customer Experience versus Customer Success Operations
What's the Difference?
Companies in the early stages of customer success require their CS resources to wear many hats and cover some of the functions owned by customer experience and customer success operations. Then, as they start to mature, they work toward operational efficiency with defined roles and functions. As such, we are now seeing an increase in organizations that have both a CX team and a CS operations team. As we look at these two groups, many of our TSIA members are asking the question: what are the differences between CX and CS operations? We have conducted research to highlight the similarities and differences between customer success and customer experience, and we will share our findings.
Authored By:
Darlene Kelly
Senior Manager, Customer Success Research, TSIA
Publish Date: July 21, 2022
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