Customer Experience (CX) is like a sandwich, where a perfect harmony of all the ingredients creates an enjoyable result. Customer Experience is the sum of all the interactions a customer has with your company.
Many companies still use the terms Customer Service and Customer Experience interchangeably, but they mean very different things. Some companies believe Customer Service is responsible for Customer Experience, but excellent Customer Experience is a cross-functional initiative. Customer Service is just a piece of the overall Customer Experience, but it's an important piece.