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.
- digital experience (DX) - Digital experience (DX), also known as digital user experience (digital UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device.
- direct digital marketing (DDM) - Direct digital marketing (DDM) is the electronic delivery of relevant communications to specific recipients.
- Direct-to-Consumer (D2C or DTC) - D2C (Direct-to-consumer, or Direct2Consumer) is a type of business-to-consumer (B2C) retail sales strategy where a business will build, market, sell and ship a product directly to the customer.