Customer experience management
The goal of customer experience management (CEM) is to optimize customer satisfaction at each touchpoint of the customer journey. This involves creating customer-centric strategies to improve reach, engagement and retention. Definitions in this glossary include terms about marketing and creating a brand personality, the use of AI and RPA in martech, capturing and analyzing customer feedback and contact center automation.ABA - DIG
- abandoned call
- acceptable spam report rate
- ad exchange
- ad fraud
- ad fraud botnet
- ad inventory (advertising inventory)
- ad network
- ad server
- affinity marketing
- age of the customer
- agile marketing
- AI washing
- AIDA marketing model
- Amazon effect
- ANI (Automatic Number Identification)
- Aura framework
- autodialer
- automatic callback
- autoplay video
- average handle time (AHT)
- B2B2C (business-to-business-to-consumer)
- backfire effect
- Barnum effect (Forer effect)
- beacon (proximity beacon)
- behavioral economics
- Better Business Bureau (BBB)
- big box store
- blended agent
- brand equity
- brand essence (brand mantra)
- brand experience
- brand journalism
- brand personality
- business technologist
- buyer personas (customer personas)
- buying signals
- Call Center
- call center agent (call center ...
- call center schedule adherence
- call center shrinkage
- call logging
- call to action
- callback messaging
- Canadian anti-spam legislation (CASL)
- charm offensive
- chat channels
- chief customer officer (CCO)
- click and collect
- click tracking
- click-to-callback
- click-to-talk (CTC)
- cold calling
- collaborative browsing (co-browsing)
- communication portal
- communications-enabled business ...
- compliance gaining (behavioral ...
- consignment inventory
- consumer panel
- consumer surveillance
- contact center
- contact center as a service (CCaS)
- contact center infrastructure
- contact center software
- Contact Center: Glossary
- contract theory
- conversational commerce (voice commerce)
- conversion rate
- conversion rate optimization
- corporate activism
- cross-channel analytics
- cross-media queuing
- customer base
- customer communications management (CCM)
- customer data management (CDM)
- customer data platform (CDP)
- customer demographics
- customer effort score (CES)
- customer engagement
- customer experience (CX) automation
- customer insight (consumer insight)
- customer profiling
- customer retention
- customer satisfaction (CSAT)
- customer scoring models
- customer self-service (CSS)
- customer service and support
- customer service charter
- customer service chat (CSC)
- customer touch point
- dark post
- data co-op
- data-driven marketing
- demand generation (demand gen)
- demand-side platform (DSP)
- deplatform