Post by Jamesa Hawthorne

Customer Experience (CX) focuses heavily on the design of the customer journey—mapping each touchpoint from discovery to purchase, use, and renewal, minimizing friction, and refining support channels and communication along the way. 🪄 Customer Success (CS), however, is hyper-focused on the destination and outcomes: ensuring the user unlocks, measures, and realizes the actual value they came for. 💎 Coming from an entrepreneurial background, I’ve always naturally operated with this 360-degree lens. When you run a business, you have to care equally about the elegance of the journey and the tangibility of the outcome. Bringing that duality into frontline tech operations has shown me just how deeply complementary these two disciplines are. 🤜🏽 🤛🏽 Formalizing these frameworks via LinkedIn Learning's CSM Fundamentals was a fantastic way to anchor my hands-on experience with enterprise methodology. When we design for the journey and drive for the outcome, true retention follows naturally. 🚀 #CustomerSuccess #CustomerExperience #SystemsThinking #Operations

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