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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.

  • actionable insights - Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.
  • ad inventory (advertising inventory) - Ad inventory is the total amount of space that a publisher has available for advertisements at any given time.
  • Adobe Experience Platform - Adobe Experience Platform, formerly known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.
  • affinity marketing - Affinity marketing is a type of direct marketing in which a business forms a partnership with an organization to provide goods or services in exchange for access to a new market.
  • AIDA marketing model - The AIDA marketing model is a marketing, advertising and sales approach methodology designed to provide insight into the customer's mind and represent the steps needed to cultivate leads and generate sales.
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Networking
  • WAN optimization (WAN acceleration)

    WAN optimization -- also known as WAN acceleration -- is a collection of technologies and techniques used to improve the ...

  • Multiprotocol Label Switching (MPLS)

    Multiprotocol Label Switching (MPLS) is a switching mechanism used in wide area networks (WANs).

  • computer network

    A computer network is a group of interconnected nodes or computing devices that exchange data and resources with each other.

Security
  • three-factor authentication (3FA)

    Three-factor authentication (3FA) is the use of identity-confirming credentials from three separate categories of authentication ...

  • cyber espionage

    Cyber espionage (cyberespionage) is a type of cyber attack that malicious hackers carry out against a business or government ...

  • role-based access control (RBAC)

    Role-based access control (RBAC) is a method of restricting network access based on the roles of individual users within an ...

CIO
  • knowledge-based systems (KBSes)

    Knowledge-based systems (KBSes) are computer programs that use a centralized repository of data known as a knowledge base to ...

  • Sarbanes-Oxley Act

    The Sarbanes-Oxley Act of 2002 is a federal law that established sweeping auditing and financial regulations for public companies.

  • project charter

    A project charter is a formal short document that states a project exists and provides project managers with written authority to...

HRSoftware
  • employee engagement

    Employee engagement is the emotional and professional connection an employee feels toward their organization, colleagues and work.

  • talent pool

    A talent pool is a database of job candidates who have the potential to meet an organization's immediate and long-term needs.

  • diversity, equity and inclusion (DEI)

    Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and ...

Customer Experience
  • sales development representative (SDR)

    A sales development representative (SDR) is an individual who focuses on prospecting, moving and qualifying leads through the ...

  • service level indicator

    A service level indicator (SLI) is a metric that indicates what measure of performance a customer is receiving at a given time.

  • customer data platform (CDP)

    A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that ...

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