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.

Networking

CAPWAP (Control and Provisioning of Wireless Access Points)
CAPWAP (Control and Provisioning of Wireless Access Points) is a protocol that enables an access controller to manage a ...
network performance monitoring (NPM)
Network performance monitoring (NPM) is the process of measuring and monitoring the quality of service of a network.
infrared radiation (IR)
Infrared radiation (IR), sometimes referred to simply as infrared, is a region of the electromagnetic radiation spectrum where ...

Security

security analytics
Security analytics is a cybersecurity approach that uses data collection, data aggregation and analysis tools for threat ...
NICE Framework (National Initiative for Cybersecurity Education Cybersecurity Workforce Framework)
The NICE Framework (National Initiative for Cybersecurity Education Cybersecurity Workforce Framework) is a reference resource ...
application blacklisting (application blocklisting)
Application blacklisting --increasingly called application blocklisting -- is a network or computer administration practice used ...

CIO

Generally Accepted Recordkeeping Principles (the Principles)
Generally Accepted Recordkeeping Principles is a framework for managing records in a way that supports an organization's ...
learning management system (LMS)
A learning management system is a software application or web-based technology used to plan, implement and assess a specific ...
Information Age
The Information Age is the idea that access to and the control of information is the defining characteristic of this current era ...

HRSoftware

talent pipeline
A talent pipeline is a pool of candidates who are ready to fill a position.
recruitment process outsourcing (RPO)
Recruitment process outsourcing (RPO) is when an employer turns the responsibility of finding potential job candidates over to a ...
human resources (HR) generalist
A human resources generalist is an HR professional who handles the daily responsibilities of talent management, employee ...

Customer Experience

churn rate
Churn rate is a measure of the number of customers or employees who leave a company during a given period.
marketing campaign management
Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.
sales-qualified lead (SQL)
A sales-qualified lead (SQL) is a prospective customer that has been researched and vetted -- first by an organization's ...

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