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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.

  • needs assessment - A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state.
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Networking
Security
  • cardholder data (CD)

    Cardholder data (CD) is any personally identifiable information (PII) associated with a person who has a credit or debit card.

  • PCI DSS merchant levels

    Payment Card Industry Data Security Standard (PCI DSS) merchant levels rank merchants based on their number of transactions per ...

  • CSR (Certificate Signing Request)

    A Certificate Signing Request (CSR) is a specially formatted encrypted message sent from a Secure Sockets Layer (SSL) digital ...

CIO
  • corporate social responsibility (CSR)

    Corporate social responsibility (CSR) is a strategy undertaken by companies to not just grow profits, but also to take an active ...

  • 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.

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
  • customer touchpoint

    A customer touchpoint is any direct or indirect contact a customer has with a brand.

  • customer service charter

    A customer service charter is a document that outlines how an organization promises to work with its customers along with ...

  • sales development representative (SDR)

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

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