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CX Glossary
The practice of ensuring products, services, and experiences are usable by people of all abilities, removing barriers to interaction and enhancing inclusivity.
When customers become promoters of your brand, actively recommending your products or services to others based on their positive experiences.
The theory and development of computer systems able to perform or mimic tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages. In a business setting, AI systems are frequently used to automate routine tasks, freeing human agents to handle more complex interpersonal tasks.
The process of measuring your company's CX performance against industry standards or competitors to identify areas of improvement.
The gathering of important or relevant information for the purpose of strategic decision-making. Includes information about clients’ experiences, perceptions, transactions, or competitors. Abbreviated as intel.
The complete path a customer takes when interacting with your brand, from initial awareness through purchase and beyond to loyalty.
Any factor involved in a purchase decision that has the potential to drive the decision toward a conclusion. The five primary decision drivers, Quality, Price, Social Proof, Relationship, and Brand Identification, explain 92% of “worth it” conclusions.
The difference between a firm’s communicated offers through branding and marketing and the clients’ perceptions of what was actually received. A firm should understand its clients’ expectations when communicating their value proposition to avoid promising something that can’t be delivered.
A system for collecting, analyzing, and acting on customer feedback to continuously improve experiences.
The application of game-design elements and principles in non-game contexts to increase customer engagement and satisfaction.
Using AI, data, and analytics to deliver highly contextual and relevant experiences tailored to individual customers.
The practice of designing products, environments, systems, and services with a focus on the quality of the user experience and culture.
A visual representation of the customer journey that identifies key interactions, customer emotions, and opportunities for improvement.
Metrics used to evaluate the success of CX initiatives and track progress toward business objectives.
Structured marketing efforts that reward and encourage customers for their continued patronage and engagement.
Providing customer service and engagement across multiple platforms and touchpoints while maintaining consistency.
A metric that measures customer experience and predicts business growth by asking customers how likely they are to recommend your company to others.
A seamless approach to CX that integrates all channels and touchpoints to provide a unified customer experience regardless of how or where a customer reaches out.
Tailoring products, communications, and experiences to match individual customer preferences and needs.
Non-numeric insights from interviews, open-ended survey responses, or observations.
Processes to ensure consistent, high-quality customer interactions and service delivery.
Observing and measuring agent or process performance to maintain standards.
Numeric data that can be measured and analyzed statistically.
Immediate analysis of customer data to enable timely actions and responses.
Customizing experiences instantly based on current customer data or behavior.
Customizing experiences instantly based on current customer data or behavior.
Strategies and activities aimed at keeping existing customers engaged and continuing to purchase your products or services.
Strategies focused on keeping existing customers engaged and loyal.
The percentage of customers who continue to do business with a company over a given period.
The financial benefit gained from CX initiatives relative to their cost.
Identifying the underlying causes of customer issues or complaints.
Developing and analyzing possible future situations to inform CX strategy.
Ensuring agents follow approved communication scripts during customer interactions.
Dividing customers into groups based on shared characteristics for targeted CX strategies.
Tools and resources that enable customers to resolve issues or find information without direct assistance.
Using AI or analytics to determine customer emotions from feedback, reviews, or interactions.
A visual map of the service process, frontstage and backstage, to identify improvement areas.
The activity of planning and organizing people, infrastructure, and materials to improve service quality.
A formal commitment to deliver a specific level of service.
Recording and playing back user sessions on a website or app for analysis.
Supervisors listening to live calls without the agent or customer knowing, for quality assurance.
A unified, comprehensive profile of each customer across all channels and systems.
Monitoring social media channels for customer feedback and sentiment.
Technology that analyzes recorded calls to extract insights and improve communication.
Technology that converts spoken language into written text for analysis or accessibility.
Identifying and analyzing individuals or groups who influence or are affected by CX initiatives.
A person responsible for overseeing customer service teams and ensuring quality interactions.
See Customer Survey.
When customers become less responsive due to too many survey requests.
A standardized questionnaire to measure the usability of a system or product.
The percentage of users who successfully complete a given task.
Using software to analyze and extract insights from text-based customer feedback.
Identifying patterns or themes in qualitative data.
Customer feedback collected on external platforms (e.g., Google, Yelp).
Moving a customer issue to a higher level of support for resolution.
Software used to track and manage customer service requests or issues.
Any interaction or point of contact between a customer and a brand.
Evaluating the effectiveness of each customer interaction point.
The time taken to resolve a customer issue or fulfill a request.
See Cross-Sell/Up-Sell.
The ease with which users can interact with a product or service to achieve their goals.
Observing real users as they interact with a product to uncover issues and opportunities.
The process of verifying that a solution works for its intended users.
A design philosophy that prioritizes the needs, wants, and limitations of end users.
A person's emotions and attitudes about using a particular product, system, or service, focusing on utility, ease of use, and efficiency.
The path users take to complete tasks within a product or service.
The visual and interactive elements of a product that users interact with, such as buttons and menus.
The practice of studying users to inform design and development decisions.
The process by which customers achieve the promised benefits of a product or service.
Providing customer service via video calls or tutorials.
The aesthetics of a product interface, including layout, color, and typography.
Analyzing voice data to extract insights on sentiment, intent, and quality.
Programs and processes for capturing and analyzing customer feedback to inform improvements.
Capturing and analyzing employee feedback to improve both EX and CX.
Interfaces that allow users to interact with systems via voice commands.
Strategies to reduce or optimize the time customers spend waiting for service, including queue management and appointment scheduling.
Designing digital products so they can be used by people with disabilities.
Real-time text-based customer support on websites.
roviding exceptionally attentive, personalized customer service.
Using technology to automate repetitive processes, improving efficiency and consistency in CX.
Visualizing the steps in a process to identify redundancies or bottlenecks.
The unique, distinctive element that sets a brand's customer experience apart from competitors and creates a memorable impression that customers want to share with others.
Strategies to maximize revenue or utilization by adjusting offerings based on demand and customer behavior.
The percentage of successful outcomes in a process, such as completed purchases or resolved tickets.
Designing experiences with minimal obstacles or effort required from the customer.
The point in the buying cycle when a customer researches a product before the seller knows they exist.
Interfaces that rely on voice, gesture, or other non-visual interactions, reducing reliance on traditional screens.
