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.

ACT - AMA

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Networking

network management system
A network management system, or NMS, is an application or set of applications that lets network engineers manage a network's ...
host (in computing)
A host is a computer or other device that communicates with other hosts on a network.
Network as a Service (NaaS)
Network as a service, or NaaS, is a business model for delivering enterprise WAN services virtually on a subscription basis.

Security

tokenization
Tokenization is the process of replacing sensitive data with unique identification symbols that retain all the essential ...
messaging security
Messaging security is a subcategory of unified threat management, or UTM, focused on securing and protecting an organization's ...
WebAuthn API
The Web Authentication API (WebAuthn API) is a credential management application program interface (API) that lets web ...

CIO

value stream management
Value stream management is an emerging business process intended to gauge the flow of value into business resources and ...
audit program (audit plan)
An audit program, also called an audit plan, is an action plan that documents what procedures an auditor will follow to validate ...
blockchain decentralization
Decentralization is the distribution of functions, control and information instead of being centralized in a single entity.

HRSoftware

team collaboration
Team collaboration is a communication and project management approach that emphasizes teamwork, innovative thinking and equal ...
employee self-service (ESS)
Employee self-service (ESS) is a widely used human resources technology that enables employees to perform many job-related ...
learning experience platform (LXP)
A learning experience platform (LXP) is an AI-driven peer learning experience platform delivered using software as a service (...

Customer Experience

Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or ...
B2C (business-to-consumer)
B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has ...
market segmentation
Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share ...

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