Hi Akash. Actually customer satisfaction is a point in time measure of a particular interaction with a product or service. Customer experience is quantified in XLAs which measures sentiment over time that results from how perceptions meet expectations. Customer satisfaction is based on a single transaction and is not a good measure of experience. Still important but it is more of an SLA. XLAs is a commitment to creating a defined experience with target objectives @mikkojuola references a Happy Signals which is an experience management company which sits on top of ServiceNow
Hope that helps
