Customer Experience
Customer Experience (CX) refers to the overall perception and impression that customers have of a company based on their interactions and experiences across all touchpoints throughout the customer journey. It encompasses every interaction, from initial awareness and discovery through to…
Customer Experience as a Service (CXaaS)
Customer Experience as a Service (CXaaS) refers to a cloud-based service model that provides organizations with the tools, technologies, and expertise needed to deliver exceptional customer experiences across all touchpoints and channels. CXaaS solutions typically include a combination of customer…
Customer Experience Management (CEM)
Customer Experience Management (CEM) refers to the process of strategically designing, implementing, and monitoring the interactions between a company and its customers across all touchpoints throughout the customer journey. CEM aims to optimize every aspect of the customer experience, from…
Customer Experience Strategy
A Customer Experience Strategy is a comprehensive plan that outlines how a company will deliver exceptional experiences to its customers across all touchpoints and interactions throughout the customer journey. It involves understanding customer needs, preferences, and pain points, and designing…
Customer Experience Transformation
Customer Experience Transformation refers to the process of fundamentally changing and improving the way a company interacts with its customers across all touchpoints and channels. It involves a comprehensive overhaul of processes, technologies, and organizational culture to deliver exceptional customer…
Customer Interaction
Customer Interaction refers to any communication or engagement between a customer and a company or its representatives across various touchpoints and channels. These interactions can occur through face-to-face interactions, phone calls, emails, live chats, social media interactions, and more. Each…
Customer Journey
The Customer Journey refers to the sum of all interactions and touchpoints that a customer experiences with a company or brand throughout their relationship. It encompasses every stage of the customer lifecycle, from initial awareness and consideration to purchase, post-purchase…
Customer Journey Map
A Customer Journey Map is a visual representation of the customer's interactions, experiences, and emotions across all touchpoints and stages of their relationship with a company or brand. It illustrates the customer's path from initial awareness and consideration to purchase,…
Customer Lifecycle Management
Customer Lifecycle Management (CLM) refers to the strategic process of managing the entire journey of a customer's relationship with a company, from initial awareness and acquisition to retention, loyalty, and advocacy. CLM involves understanding the various stages of the customer…
Customer Lifetime Value
Customer Lifetime Value (CLV) is a metric that represents the total revenue a company expects to earn from a customer throughout their entire relationship with the business. It takes into account the value of all future purchases, as well as…
Customer Loyalty
Customer Loyalty refers to the degree to which customers consistently choose a particular brand or company over competitors, and demonstrate a willingness to continue purchasing products or services from that brand. It is built upon positive experiences, satisfaction with products…
Customer Relationship Management
Customer Relationship Management (CRM) refers to the strategies, practices, and technologies used by businesses to manage and analyze interactions with current and potential customers throughout the customer lifecycle. The primary goal of CRM is to improve customer relationships, drive customer…
Customer Satisfaction Rating (CSAT)
Customer Satisfaction Rating refers to the measurement of customer satisfaction with a product, service, or overall experience, typically expressed as a numerical score or rating. It provides businesses with valuable insights into the level of satisfaction among their customers and…
Customer Service Automation
Customer Service Automation refers to the use of technology, such as artificial intelligence (AI), chatbots, and self-service portals, to automate repetitive tasks and streamline customer service processes. Automation in customer service aims to enhance efficiency, improve response times, and provide…
Customer Turnover
Customer Turnover, also known as customer churn or customer attrition, refers to the rate at which customers stop doing business with a company over a certain period of time. It is typically expressed as a percentage and represents the proportion…
CX Consulting
CX Consulting, or Customer Experience Consulting, refers to the services provided by consulting firms or professionals to help businesses improve their customer experience strategies and practices. CX consultants work closely with organizations to assess their current customer experience capabilities, identify…
CX Economy
The CX Economy refers to an economic framework where customer experience (CX) plays a central role in driving business success and growth. In the CX Economy, businesses prioritize delivering exceptional customer experiences as a strategic imperative to differentiate themselves, build…
CX Tech Ecosystem
The CX Tech Ecosystem refers to the interconnected network of technologies and solutions that businesses use to manage and optimize the customer experience across various touchpoints and channels. This ecosystem encompasses a wide range of software applications, platforms, and tools…
Cybersecurity
Cybersecurity refers to the practice of protecting computer systems, networks, devices, and data from cyber threats such as cyberattacks, data breaches, malware, and unauthorized access. It involves implementing a range of security measures, technologies, and practices to safeguard digital assets,…
Data Annotation
Data Annotation is the process of labeling or tagging data to make it understandable and usable for machine learning algorithms. This process involves adding metadata, such as categories, attributes, or annotations, to raw data, such as images, text, audio, or…
defi
Decentralized Finance (DeFi) refers to a financial system built on blockchain technology that aims to democratize access to financial services and eliminate the need for traditional intermediaries, such as banks and financial institutions. DeFi platforms use smart contracts, which are…
Digital Consulting
Digital Consulting involves the provision of strategic advisory services to businesses seeking guidance on leveraging digital technologies and capabilities to drive growth, innovation, and transformation. Digital consultants work closely with organizations to assess their current digital maturity, identify opportunities for…
Digital First COO
A Digital-First Chief Operating Officer (COO) is an executive leader within an organization who is responsible for driving digital transformation initiatives and ensuring that digital technologies and capabilities are integrated into all aspects of the company's operations. The Digital-First COO…
Digital Outsourcing
Digital Outsourcing, also known as IT outsourcing or offshore outsourcing, refers to the practice of contracting digital services or tasks to external third-party providers, often located in different geographic locations. These services may include software development, website design and development,…
Digital Transformation
Digital Transformation refers to the process of integrating digital technologies and capabilities into all aspects of a business, fundamentally changing how it operates and delivers value to customers. It involves leveraging digital tools, data, and processes to improve efficiency, agility,…
