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CX Key Terms

CX Key Terms

Customer experience can make or break your company. Whether you’re a rookie or a seasoned pro in CX, check out our definition pages to learn more about CX buzzwords and jargon.

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A

Action Planning

Action planning refers to the process of defining and carrying out company objectives through detailed steps. It’s a way to ensure a company’s vision is concrete.

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Advanced Analytics

Advanced analytics focus on the forecasting, simulation and optimization of future events to produce insights that traditional business intelligence approaches, such as query and reporting, are unlikely to discover.

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Advanced Market Research (AMR)

Advanced Market Research explores hidden relationships within industry data, collected by a market research firm, in order to predict and forecast future events and behavior within the market.

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B

Big Data

Big data refers to large amounts of data, stored by companies, that are unable to be processed by traditional data processing.

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C

Case Management

Case management is the process of coordinating a case, or an individual customer-company interaction, to achieve a successful outcome.

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Customer Experience (CX)

Customer Experience describes how customers feel about their collective experiences and interactions with a company—including their overall relationship with a specific brand.

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Customer Experience Research (CXR)

Customer experience research (CXR) is the process of collecting data regarding the experience customers have with a company (CX).

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Customer Journey Mapping

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services and people. The process of creating one is called customer journey mapping.

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Customer Prospects

Customer prospects, while undesirable, can provide unique insight. If engaged in the correct way, they can illuminate what can be done to improve and perhaps what the competition is doing better.

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Customer Relationship Management (CRM)

Customer relationship management (CRM) is software that helps you manage the relationship between a company and the customer.

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Customer Satisfaction (CSat)

Customer satisfaction (CSat) is a key performance indicator that measures how happy customers are with different aspects of a company’s products, services, or customer interactions.

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Customer Service

Customer service refers to the interactions between customers and company staff. This could include a specific department that deals with customer complaints and returns or the company philosophy for employees dealing with customers.

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Customer Loyalty

Customer loyalty is believing that an organization’s product is the best option. It’s more than a casual friendship. Loyalty means sticking around when it isn’t easy, rejecting competition and believing that the customer-company relationship transcends products and services.

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D

Data Cleansing

Data cleansing is the process of fixing any and all data quality issues arising in a dataset. It is alternately known as data cleaning, data washing, or data scrubbing.

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Data Mining

Data mining software unearths correlations in large datasets. It quickly and systematically combs through big data, using artificial intelligence, pattern recognition, traditional statistics, and graphics to present hidden relationships, patterns, and correlations between measurable variables in a data pool.

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E

Employee Engagement

Employee engagement is the measure of an employee’s commitment to the success of an organization. Engaged employees enthusiastically perform their duties with a resolve to accomplish the goals of the company.

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Enterprise Feedback Management (EFM)

Enterprise feedback management is the process of collecting, analyzing, and taking action on customer feedback for an enterprise-class large company.

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M

Mystery Shopping

Mystery shopping is the process of recruiting and paying individuals to provide feedback on company protocols, services and products.

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N

Net Promoter Score

NPS®, or Net Promoter Score®, is a popular Customer Experience (CX) metric designed to measure the willingness of a company’s customers to recommend the company’s products or services to others.

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P

Predictive Analytics

Predictive analytics is the branch of data mining concerned with the prediction of future probabilities and trends. The central element of predictive analytics is the predictor, a variable that can be measured for an individual or other entity to predict future behavior.

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Purpose of Surveys

Surveys align the needs of customers with the goods and services that companies provide. They serve different purposes for the company and the customer, so each has incentive to create or participate in the survey experience.

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Q

Qualities of a Great Survey

In order to yield the most actionable feedback, the survey should be carefully designed in the following ways: Targeted and Focused, Collects and Information Needed, Promotes a Good Customer Experience, Works in Medium of Choice, and Provides Actionable Information to Address Business Objectives.

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S

Service Recovery

Service recovery is the effort that companies put forth to satisfy customers by compensating for poor experiences they’ve had with the company, its employees, or its products or services.

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Social Listening

Social media feedback management allows you to tap into this enormous pool of authentic comments, reviews, and complaints to discover candid, unfiltered insights about your customers and your company.

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Survey Program Solutions

With the right solution and approach, surveys can open productive new lines of communication with your customers, show them that you understand and care about their opinions and preferences, and help you gain deep insights to improve your business.

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T

Text Analytics

Text analytics is all about turning customer comments into quantifiable data. Computers like numbers and patterns, which customer comments and complaints, submitted via surveys or website comments, unfortunately do not provide.

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V

Voice of the Customer (VOC)

Voice of the Customer refers to a process or program designed to capture customer preferences and opinions, analyze them to gain new business insights, and then share them to create meaningful change.

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Voice of the Customer (VOC) Technology

Voice of the Customer refers to a process or program designed to capture customer preferences and opinions, analyze them to gain new business insights, and then share them to create meaningful change.

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Voice of the Employee (VOE)

oice of the Employee (or Voice of Employee) programs play a key role in those efforts—by making it possible to systematically collect, manage, and act on feedback and input from employees on a variety of subjects.

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