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Glossary

We build a a Glossary containing all relevant acronyms relating Customer service, Customer Experience and customer Engagement, please let us know if you think we should provide more detailed information or add new items

Please see the following Glossary:

User Experience (UX)

aThe ways in which customers interact with a company. This includes design and action paths. This is meant to be a very controlled field, while customer experience instead is dependent upon service and interactions.

Customer Experience Management (CEM)

aThe practice of collecting and analyzing customer feedback across business channels to measure and close the gap between the intended customer experience and the actual customer experience. This is supported by the philosophy that providing consistently positive experiences will retain customers and improve the organization’s market position.

Voice of the Customer (VoC)

aAn aspect of CEM. Unlike CEM which is the overall philosophy and practice of using customer feedback to better a company’s market position, VoC refers specifically to collecting and using feedback regarding a customer’s wants and needs.

Customer Relationship Management (CRM)

aA quantitative measurement of customer interactions with a company. This can be stored as customer history and contact information. While it can contain information about interactions, this does not extend into qualitative data about their experiences. CRM systems can integrate with CEM to provide a larger and more holistic picture of the customer.

Enterprise Feedback Management (EFM)

aAdvanced software and processes that distribute surveys and collect results on behalf of an organization. These results are analyzed and distributed throughout the organization according to employee roles. EFM focuses on the processes of collecting and distributing feedback, while CEM emphasizes the importance of using this feedback to improve experiences for customers and processes for businesses.

User Experience (UX)

aThe ways in which customers interact with a company. This includes design and action paths. This is meant to be a very controlled field, while customer experience instead is dependent upon service and interactions.

Net Promoter score (NPS)

aNet Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.

Near Field communication (NFC)

aNear field communication (NFC) is a set of standards for smartphones and similar devices to establish radio communication with each other by touching them together or bringing them into proximity, usually no more than a few centimeters.

Interactive voice response (IVR)

aInteractive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.

Computer telephony integration (CTI)

aA common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.

Key Performance Indicator (KPI)

aA set of quantifiable measures that a company or industry uses to gauge or compare performance in terms of meeting their strategic and operational goals. KPIs vary between companies and industries, depending on their priorities or performance criteria. Also referred to as “key success indicators (KSI)”.

Omni-Channel (or cross-channel)

aA term with roots in retail but now ubiquitous in customer service, omni-channel customer experiences differ from multi-channel in its ability to integrate channels, seamlessly.

Blogs

CEMax Blogs, Get Insights on Customer Engagement, Customer Experience and Customer Service.

News

CEMax News, Press Releases, Updates, New Features and up-to-date info about CEMax

FAQ

Frequently asked questions about Customer Experience Management and other interesting information

Glossary

Glossary containing all relevant acronyms relating Customer service, Customer Experience and CEC

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