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Customer experience management

The goal of customer experience management (CEM) is to optimize customer satisfaction at each touchpoint of the customer journey. Definitions in this glossary include terms about marketing and creating a customer-centric view of business, the use of AI and RPA in martech, capturing and analyzing customer feedback and contact center automation.

  • AARRR metrics - AARRR metrics are a measured performance analysis of a startup businesses statistics centered around the response of customers.
  • abandoned call - An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs.
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