CEM
Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints.
80 topics found for
“customer experience focus”
CX
Customer Experience (CX) is the overall perception and feeling a customer has when interacting with a company, its products, or services.
p13n
Numeronym for the word "Personalization" (P + 13 letters + N), tailoring a product, service, or experience to meet the individual preferences, needs, or behaviors of each user.
Customer Journey
The complete set of experiences that customers go through when interacting with a company, from initial contact to post-purchase.
Customer Empathy
The ability to understand and share the feelings of customers, crucial for creating user-centered designs and experiences.
CES
Customer Effort Score (CES) is a metric that measures how much effort customers have to put in to interact with a product or service.
MoT
Moment of Truth (MoT) refers to any instance where a customer interacts with a brand, product, or service in a way that leaves a significant impression.
TTV
Time to Value (TTV) is a metric that measures the time it takes for a customer to realize the value of a product or service after purchase.
Working Backwards
A product development approach where teams start with the desired customer experience and work backwards to determine what needs to be built to achieve that outcome.