Customer experience (CX) encompasses the interactions and holistic perceptions customers have while engaging with a company’s products, services, and brand. Customer success is a discipline that focuses on ensuring customers achieve their desired outcomes through product adoption or successful service utilization. Both disciplines are crucial to managing customer relationships by focusing on different elements of the customer journey. They are complementary but differ in scope, objectives and approach. Customer experience is broader, while customer success is more focused on the specific use and outcomes of a product or service. CX aims to create a positive overall impression and emotional connection, while CS aims to ensure practical success and value realization. Both functions need to work together to ensure a holistic approach to customer satisfaction and loyalty. OpenText offers a range of technologies and solutions that leverage customer data, AI, and automation to help gather, report, and respond to customer interactions.