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Customer Experience Glossary

A

Artificial intelligence

A facet of computer science where machines are able to demonstrate intelligence similar to human intelligence—making decisions, recognizing speech, performing translations, and improving over time.

C

Churn

A measurement of the rate at which customers stop doing business with your company.

CCXP Certification

Created for CX specialists to receive recognition for their experience, knowledge, and skills.

CXPA

The global, non-profit Customer Experience Professionals Association is an organization focused on the advancement of the CX profession.

Customer Experience

Your customer’s overall perception of their relationship with your company.

Customer Effort Score (CES)

This measures how much effort it takes a customer to resolve an issue with your organization.

Customer Satisfaction Score (CSAT)

A percentage used to demonstrate customer satisfaction.

E

Experience Economy

The evolution of the service economy where it’s no longer just about the product, but the overall experience of the customer.

N

Net Promoter Score (NPS)

This is an absolute number that measures the difference between promoters and detractors.

O

Omnichannel

A strategy used for improving the customer experience by offering various avenues where customers can shop and interact with the brand—whether it be via mobile devices, in-store, through social media, by a phoneby phone call, email, or evenor through even text messaging.

R

ROI

Return on investment is a metric for determining the outcome of an endeavor relative to the overall spend.

S

Software-as-a-Service (SaaS)

Software that is available and managed over the web.

Social Media Listening

Monitoring your organization’s social media channels for feedback, direct responses, and conversations about your brand.

Suggestion Box

A physical or virtual device used for obtaining additional requests, comments, or feedback.

V

Voice of the Customer (VoC)

A customer’s feedback on their experience with your brand, products, and services.