CX Definitions

  • #

    customer insight (consumer insight)

    Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.

  • A

    account-based experience (ABX)

    Account-based experience (ABX) is a methodology in which separate teams in an organization work closely with one another to ensure all brand interactions are focused on the end user.

  • Adobe Experience Platform

    Adobe Experience Platform, formally known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

  • B

    BOPUS (buy online, pick up in-store)

    BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.

  • brand ambassador

    A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.

  • brand loyalty

    Brand loyalty is an emotional tie to a brand that leads to a consumer to continue and expand their purchases for products from the same brand.

  • C

    chat channels

    Chat channels are technologies enabling companies to engage with customers in live conversations.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

  • chief experience officer (CXO)

    A chief experience officer (CXO) is an executive who ensures positive interactions with an organization's external customers. The job title "chief experience officer" is increasingly replacing that of Chief Customer Officer in retail and entertainment industries and Chief Activity Officer in healthcare and travel.

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

  • coalition loyalty program

    A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty program.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.

  • cost per engagement (CPE)

    Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.

  • customer churn (customer attrition)

    Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers. In this context, churn is a quantifiable rate of change that occurs over a specified amount of time.

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

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