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.- headless commerce (headless e-commerce) - Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end.
- help desk - A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem.
- high-touch customer service - High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.