Customer Experience Definitions

  • C

    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.

  • citizen development

    Citizen development is a low code approach to software development that allows people to create software programs without needing to know anything about programming languages or how to write code.

  • clawback

    A clawback is a contractual provision under which money that’s already been paid out must be returned to an employer or another type of organization under certain conditions.

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • clicks and mortar

    Clicks and mortar, sometimes seen as clicks-and-mortar or clicks and bricks, is a type of omnichannel business model that takes advantage of both online and offline operations.

  • clickstream analysis (clickstream analytics)

    On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.

  • closed loop reporting

    Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.

  • 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.

  • cold calling

    Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • collaborative CRM

    Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.

  • consumer packaged goods (CPG)

    Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.

  • 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.

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