Customer Experience Definitions

  • C

    customer-facing

    Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.

  • customer-managed relationship (CMR)

    A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, and perhaps Internet capability to encourage the customer to control access to information and ordering.

  • D

    data smog

    Data smog refers to the volume and velocity of data that is being created by devices connected to the Internet of Things.

  • database marketing

    Database marketing is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company's databases.

  • database of record (DBOR)

    A database of record (DBOR) is a repository for centralized storage of information about objects or people... (Continued)

  • decision tree software

    In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be accurately described, categorized and analyzed to derive conclusions...(Continued)

  • digital marketing

    Digital marketing involves the various efforts by a company to connect with customers through digital and online communication channels, including email, geolocation and mobile marketing, social media, online customer communities, webinars and other video-based content.

  • Digital Signage (dynamic signage)

    Digital signage, also called dynamic signage, is a specialized form of slivercasting in which video or multimedia content is displayed in public places for informational or advertising purposes... (Continued)

  • Digital Silhouettes

    Digital Silhouettes is the trademarked name that Predictive Networks has given to user profiles that are established through gathered click stream data and artificial intelligence (AI) processes.

  • direct email marketing

    Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.

  • direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

  • do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • E

    e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

  • EggFusion (egg-vertising)

    EggFusion is a company that places advertisements, freshness expiration dates or other data on eggs sold in retail stores... (Continued)

  • Einstein Language

    Einstein Language is a natural language processing (NLP) feature that analyzes and translates consumer's unstructured text into actionable information. Companies with a large influx of customer support emails, social media comments or chat messages can use Einstein Language to filter through the text to flag important messages or forward to the right department.

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