Customer service is a subset of customer experience (CX), a broader term that refers to the sum total of points of contact a customer has with the company, including sales, marketing, training, customer service, and more.
Organizations often measure their customer experiences to assess the emotional, physical, and other connections that connect customers with the brand. Customer support plays an important role in the overall customer experience, as it helps - or harms – an organization in its attempt to develop a positive relationship with customers.

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