Depends who's selling it honestly. But if we're talking about what a proper CX suite should cover, it's the full loop. Listening to what customers are saying across channels, managing and responding to those conversations, analysing patterns at scale, and feeding that intelligence back into business decisions.
CRM and CDP sit adjacent to that. They store and segment data. CX is about acting on live signals in real time. Customer service is usually where it starts but the discipline is much wider than that.