The business world is becoming increasingly customer-centric, with the focus shifting from merely selling products or services to creating holistic experiences for customers. In this context, two significant roles emerge: Customer Experience (CX) and Product Management (PM).

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8 min read

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Jun 3, 2023

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TL;DR:

• CX focuses on enhancing all customer interactions with a business, aiming to improve satisfaction, loyalty, and advocacy.
• PM ensures the development of market-aligned products or services, focusing on relevance, functionality, and profitability.
• Despite their different focuses, CX and PM are interconnected, influencing and benefiting from each other.
• The role of CX has expanded to strategic customer engagement and covers diverse product portfolios to provide high-quality experiences.
• CX Product Managers embody the convergence of CX and PM, emphasizing products that meet customer needs while delivering an exceptional experience.
• Understanding the difference between reactive Customer Support and proactive CX is crucial to avoid a disjointed approach to customer engagement.

Defining Customer Experience and Product Management