Backstage
Elements of a service or product that are not visible to the user but are essential for delivering the front-stage experience.
145 topics found for
“customer experiences”
Product-Led Growth
A business strategy where the product itself is the primary driver of customer acquisition, retention, and expansion, often through user experience and engagement.
IVR
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient.
Conversational AI
AI systems designed to communicate with users through natural language, enabling human-like interactions.
Reciprocity
A social norm of responding to a positive action with another positive action, fostering mutual benefit and cooperation.
Journey Mapping
A technique that visualizes the process users go through to achieve a goal with a product or service.
Environmental Branding
The use of physical space to convey brand identity and values through design elements like signage, architecture, and interior design.
Digital Transformation
The integration of digital technology into all areas of a business, fundamentally changing how it operates and delivers value to customers.
Last Touch
The final interaction a customer has with a brand before making a purchase.