Here is a list of customer experience terminologies, technologies, and principles, alongside a quick summary of what they each mean.
Auto Attendant
Sometimes referred to as a "digital receptionist", an auto-attendant transfers customers to the department selected by a caller without human intervention. Learn more.
Balanced Scorecard
The scorecard measures the success of CX by breaking down business outcomes into four measures of success: Customer, Financial, Internal Business Processes, and Learning and Growth. Learn more.
Blended AI
Many CX strategies include blended AI, which combines AI with human intelligence to maximize customer outcomes. A technology that auto-fills parts of forms for customers is an excellent example.
Business Intelligence (BI)
The term simply refers to any insight - customer-related or not - that lies within the company. However, BI solutions are powerful in the CX world for connecting data streams - across the enterprise - and surfacing visually stimulating business, customer, and employee information. Learn more.
Chief Customer Officer (CCO)
A CCO turns the organization's vision into a customer strategy that is relevant to every department. Meanwhile, they also lead customer experience management efforts, foster cross-function collaboration, and train teams to deliver better CX. Learn more.
Closed-Loop Feedback
Closed-loop feedback ensures that companies communicate the end outcomes to customers and employees who have given feedback. How has it helped to change the company? If it has not, explain why. Doing so closes the loop. Learn more.
Conversational AI
Conversational AI refers to technologies - such as chatbots and voicebots - that users can talk to, helping imitate human interactions. Learn more.
CRM
A Customer Relationship Management (CRM) platform aggregates customer data, providing a clear view of a customer's interaction and purchase history, alongside other notable customer journey events. Integrating with other tools, the CRM maximizes the potential of AI-driven CX technologies. Learn more.
CSAT
Customer satisfaction (CSAT) measures how happy customers are at particular customer journey touchpoints, typically through customer survey tools. Learn more.
Customer-Centricity
A customer-centric business places customer needs at the center of every business decision. It seeps into a company's culture, processes, products, training, and technologies. Learn more.
Customer Data Platform
Customer data platforms (CDPs) aggregates, cleans, and synchronizes information to develop customer profiles for authentication, personalization, and targeting. Such information is then likely to flow into other systems, such as the CRM. Learn more.
Customer Effort Score (CES)
CES measures how easy it is to do business with a company. A higher CES means more friction and a poorer quality of CX. Learn more.
Customer Experience Management (CXM)
CXM is the process of understanding customer journeys and getting to grips with customer emotion, effort, and intent before pinpointing and prioritizing improvement opportunities. Management teams then oversee the process of seizing these. Learn more.
Customer Journey Map
Customer journey maps layout the customer experience from start to finish. They allow business leaders to zoom in on particular touchpoints, understanding how they fit into the entire experience and informing CX improvement initiatives. Learn more.
Customer Sentiment
Customers most often choose who they do business with by using gut instinct instead of their head. Building on this principle, many companies are measuring customer sentiment - through sentiment analysis - while striving to appeal to particular emotions and engage customers on a much more fundamental level.
Customer Touchpoint
Customer touchpoints refer to one stage of the customer journey - whether that is scanning a website, making a purchase, or receiving a delivery.
Customer Turnover
Often known as attrition or churn, turnover refers to the percentage of customers lost over a period of time. It alerts organizations to higher-than-average customer drop-off, which will eventually impact revenues. Learn more.
Empathy
Empathy involves putting oneself in the shoes of another, attempting to get to grips with their feelings, and demonstrating an understanding of them. As CX becomes more digitalized, customer empathy and a human touch - particularly customer service- are turning into significant differentiators. Learn more.
First Contact Resolution (FCR)
Answering a customer query at the first attempt lowers effort and drives satisfaction. FCR enables CX teams to measure the percentage of customer contacts that result in a successful resolution. Learn more.