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.
- Fulfillment by Amazon (FBA) - Fulfillment by Amazon (FBA) is an advanced service in which third-party vendors store their products in Amazon’s fulfillment centers and the e-commerce giant picks, sorts, packs, ships, keeps records, and handles returns and refunds for these products.
- fulfillment center - A fulfillment center is a warehouse where incoming orders are received, processed and filled.
- gated content / ungated content - Gated content is online materials, such as white papers, articles or videos, that require the user to fill out a form before they can access them.