CX Dictionary

Closed Loop feedback is when a business responds or takes action to feedback submitted by a customer through an online or offline survey. More…
Customer engagement is the sentimental relationship between a business and a customer. More…
Customer Experience Management (CEM) is the process of following and managing the customer journey to create greater loyalty and brand advocacy. More…
A customer journey is a range of experiences that a customer goes through with a business. More…
A Customer Satisfaction Survey (CSAT) is used to measure customer sentiment toward a product or service. More…
Natural Language Processing (NPL) is when technology, usually in the form of software, analyzes text or speech to better understand human sentiment. More…
A Net Promoter Score (NPS) is a tool to measure how likely customers are to recommend a service or product to others. More…
Omni-channel is a strategy focused on delivering a consistent customer experience across multiple touchpoints. More…
The Voice of the Customer, also known as VoC, is the customer’s feedback or sentiment regarding a businesses experience. More…