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.- first call resolution (FCR) - First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call.