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.
- interactive voice response (IVR) - Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.
- internal marketing - Internal marketing is the promotion of a company's objectives, products and services to employees within the organization.
- internet shaming (online shaming) - Internet shaming is the use of social media, blogs and other online communication channels to attack a target individual or organization.