Customer experience managementThe 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.
- chatbot - A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions.
- chief customer officer (CCO) - A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.
- chief experience officer (CXO) - A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.
- click and collect - Click and collect is a hybrid e-commerce model in which people purchase or select items online and pick them up in-store or at a centralized collection point.